Customer Care Representative remote type 100% Remote locations San Antonio, TX Scottsdale, AZ Lake Mary, FL time type Full time job requisition id R2625532 CRS I Claims - CQ10AN As a Customer Care Representative on the Employee Benefits team, your primary role is to provide excellent customer service by answering customer questions about disability and leave management claims. In this role, you’ll help our customers rebuild their lives and get back to work as soon as reasonably possible after an unexpected event happens. The Hartford will provide you with 5 weeks of paid training, as well as ongoing coaching and development to ensure your success. WORK ARRANGEMENT: This role will have a 100% Remote Work arrangement. However, to broaden career growth, collaboration, and cross-functional interaction to network with colleagues and leadership, we strongly prefer candidates to reside in a commutable distance to our Lake Mary FL, Charlotte NC or Scottsdale AZ offices.   TRAINING SCHEDULE: Monday - Friday, 11:30 AM - 8:00 PM EST for the first 5 weeks of employment. Time off during training is not accommodated. POST TRAINING SCHEDULE: Monday - Friday, 11:30 AM - 8:00 PM EST, year-round. BASE PAY is $25 per hour with opportunity for growth.  RESPONSIBILITIES: - Initiate claims according to claims best practices, as assigned and provide exceptional customer service. - Promote digital self service capabilities.  - Utilize multiple computer applications to accurately document claim information.  - Have a dedicated workspace free from distractions during work and training hours.​ - Required to commit to the training and work schedule​. - Take ownership to ensure that we go above and beyond to service each caller's needs, utilizing every touch point as an opportunity to build value and The Hartford brand.  QUALIFICATIONS: - A demonstrated background in customer service, call center, insurance, retail, restaurant or a related field. - Ability to work in a fast-paced complex environment while navigating multiple programs. - Problem solving and critical thinking skills with strong attention to detail. - Excellent communication skills with ability to empathize with customers and colleagues. - Adaptability. - High School Diploma or equivalent experience required. - Spanish bilingual a plus. ADDITIONAL INFORMATION: - May have a need to work holidays based on business need.    - Training Requirements: as a condition of employment, you will be required to successfully complete a multi-week classroom new hire training course. - We are invested in you from Day 1 as an individual and in your career journey.  We prioritize supporting your skill development early in your career.  Whether this means growing your career within the business or leveraging your talents across the organization, you can count on your leader to make an investment in your development! BENEFITS: - Medical, Dental, Vision, Life and Disability Insurance. Effective day 1. ​ - 25 days paid time off in your first full year of service and Paid Holidays - Tuition reimbursement, Student Loan Paydown Program - 401K Compensation The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford’s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is: $42,560 - $63,840

• Assist individuals in understanding their coverages and selecting the right products, services, and best solutions to meet their personal needs • Provide full lifecycle customer service and sales where you could accept inbound or might be calling out to provide follow up • Respond to customer inquiries with compassion and active listening and select the best solution in an efficient manner • Identify additional needs customers may have and help them to upgrade products or services

• Assist individuals in understanding their coverages and selecting the right products, services, and best solutions to meet their personal needs • Provide full lifecycle customer service and sales where you could accept inbound or might be calling out to provide follow up • Respond to customer inquiries with compassion and active listening and select the best solution in an efficient manner • Identify additional needs customers may have and help them to upgrade products or services

• Serve as the first-point-of-contact for phone, email, web, and chat inquiries from both internal and external partners. • Triage and convert incoming requests to determine priority, clinical risk, and required resolution path. • Provide direct resolution for common issues (account access, system navigation, basic triage, educational) and escalate complex issues to L2/L3 Assignment Groups. • Communicate clearly in high-stress situations; Manage user expectations and provide timely status updates. • Maintain a high standard of customer service (empathy, clarity, accountability, follow-through). • Log all Cases accurately in a ticketing system (ServiceNow) with complete categorization, priority, and SLA targets. • Provision user requests to create accounts, add, modify or delete user access to multiple systems or applications. • Edit learning curriculums and send out training invites. • Proactively monitor cases and ensure they receive continuous follow-up and extensive user support until resolution. • Provide support for both pharma and vaccine-related systems including urgent temperature-excursion related requests. • Act as a frontline Subject Matter Expert for a specific medication-related clinical system ensuring urgent support and timely action. • Adhere to all established Key Performance Indicators including SLA compliance and User Satisfaction feedback.