Role Description There is something that makes Blue Cross Blue Shield Global Solutions SM a special place to work. We're proud to offer the best of both worlds: a place where professional ambition meets work-life balance. Our Global Service Center (GSC) is open 24/7/365 to service our globally mobile members. Our Global Service Center Specialists have a true understanding of our customers' needs and are committed to not only increasing overall customer satisfaction but doing so with a smile. We are looking for an individual thinker who can take personal responsibility for the quality of their work and show an interest in our members and their needs. The GSC Specialist fields calls from members, medical providers (doctors, hospitals, pharmacies, etc.) and brokers, in regard to access of care, products, policy benefits, enrollment, and claims inquiries received via telephone, e-mail, fax and mail. - Ensuring our members (customers) always receive the highest quality of customer service. - Learn and follow established protocols as defined in the Global Service Center Procedure Manual(s). - Answer and resolve all member, provider, and broker inquiries regarding products and services via phone and email. - Manage requests for medical assistance services on a planned or emergency basis. - Communicate with doctors' offices and hospitals to establish financial arrangements on behalf of members. - Appropriately and proficiently document all interactions and maintain accurate files in the designated systems. - Other duties as assigned. Qualifications - High school diploma required; Undergraduate degree and/or equivalent experience preferred. - Must be able to multitask while keeping composure at all times. - Excellent verbal and written communication skills. - Ability to speak, read, and write fluent English; multi-lingual skills a plus. - Ability to manage and successfully resolve complex issues with supervision and on a time-sensitive basis. - Strong facilitation, conflict resolution, and investigative skills. - Must have reliable at-home high speed internet service. - High volume corporate customer service experience is required. - Familiarity with insurance products and insurance terminology is a plus. - Schedule flexibility is required (working on holidays, weekends, overnights and overtime). Requirements - Training hours will be M-F, normal business hours until designated shift is assigned. - Compensation for this position starts at $18.15/hr. - You'll be eligible for our full range of health benefits starting the first of the month following your start date. - Access to our rewards and recognition programs. Company Description At Blue Cross Blue Shield Global Solutions SM (BCBS Global Solutions SM ), we make it easy for people and organizations to access and pay for healthcare abroad. By combining digital innovation with human-centered care, we go above and beyond for our customers and deliver an international healthcare experience that’s simple, efficient, and human. Whether our customers live, work, travel, or study abroad, we give them the confidence and peace of mind to embrace every journey and say “yes” to new possibilities.

• Generate and close new business opportunities within contact center and related service lines. • Lead contact center assessments for prospective clients, including staffing models, cost per contact, KPI performance, and quality programs. • Use assessments as a consultative entry point to drive new engagements. • Develop and expand executive-level client relationships. • Lead client presentations, sales pitches, and solution design discussions. • Own and contribute to RFP responses, proposals, and Statements of Work. • Partner with Finance and executive leadership on contract reviews and negotiations. • Maintain an active pipeline aligned to a $5M annual sales quota. • Serve as a trusted advisor on contact center strategy, operations, and CCaaS platforms. • Provide oversight and leadership support for contact center implementations and go-lives. • Ensure clear communication and alignment across stakeholders. • Guide contact center optimization and performance improvement initiatives.

• Make 400–500 outbound calls per day using an auto-dialer. • Follow approved scripts to qualify prospects for home and auto insurance. • Deliver qualified live transfers to licensed U.S.-based insurance agents. • Meet or exceed monthly live transfer benchmarks. • Maintain consistency, professionalism, and energy across high call volumes. • Accurately disposition calls and follow established SOPs. • Adhere strictly to scripts, call flows, and training guidelines. • Communicate clearly with trainers and team leads regarding performance and issues.

Role Description The Virginia Department of Motor Vehicles (DMV) is seeking experienced Contact Center Representatives to provide remote customer service support. This position is responsible for responding to customer inquiries via phone, email, and social media, and for assisting customers with DMV products, services, and website navigation. - Respond to a high volume of inbound and/or outbound customer inquiries via phone, email, and social media. - Provide assistance with DMV products, services, and online tools. - Analyze customer needs and communicate accurate, complete information about DMV services. - Resolve customer issues efficiently while maintaining professionalism and empathy. - Document customer interactions using call-routing, ticketing, and CRM systems. - Adhere to established schedules, procedures, and performance standards. - Interact with a large and diverse customer base to resolve DMV-related inquiries. Qualifications - Experience working in a fast-paced environment, particularly in customer service or contact center operations. - Demonstrated proficiency in navigating CRM systems, transaction processing tools, and online resources; familiarity with systems such as Converge or MySelect is advantageous. - Demonstrated ability to communicate effectively in writing and verbally with diverse audiences. - Demonstrated ability to manage stressful situations and difficult customer interactions with professionalism and empathy. - Working knowledge of standard operating systems and software applications, including file management, data entry, and productivity tools. - Basic knowledge of Wi-Fi technology, including connecting to and troubleshooting common connectivity issues. - Basic understanding of VPN technology, including setting up, configuring, and troubleshooting VPN software. - Demonstrated ability to efficiently navigate DMV systems and online resources to ensure accurate service delivery. Requirements - Wage (hourly) position, does not include state benefits. - Wage employees may work no more than 1,500 hours per agency during the 12-month period of May 1 through April 30. - Wage employees are limited to working no more than an average of 29 hours per week over the 12-month period. - Contact Center Representatives must be able to troubleshoot any technical/connectivity issues they experience. - New Hire orientation is in-person at Lynchburg or Richmond locations. - Selected candidate(s) must complete the I-9 Employment Eligibility Verification Form. - All applicants must consent to a background check, including a fingerprint-based criminal history check and driver record check. - Submission of an online application is required. Benefits - Opportunity to work remotely. - Experience in a structured contact center environment. Company Description The Virginia Department of Motor Vehicles (DMV), headquartered in Richmond, serves approximately 6.2 million licensed drivers and ID card holders and manages over 8.4 million registered vehicles. DMV operates in accordance with its core values of Trustworthiness, Respect, Accountability, Integrity, and Teamwork (TRAIT).