Customer Service Administrator - IntelliScript

What We Do

Milliman IntelliScript is a group of a few hundred experts in fields ranging from actuarial science to information technology to clinical practice. Together, we develop and deploy category-defining, data-driven, software-as-a-service (SaaS) products for a broad spectrum of insurance, health IT and life sciences clients. We are a business unit within Milliman, Inc., a respected consultancy with offices around the world.

Candidates who have their pick of jobs are drawn to IntelliScript's entrepreneurial and collaborative culture of innovation, excellence, exceptional customer service, balance, and transparency. Every single person has a voice in our company, and we challenge each other to push the outer limits of our full, diverse potential. And we've shown sustained growth that ensures you'll have room to grow your skillset, responsibilities, and career.

Our team is smart, down-to-earth, and ready to listen to your best ideas. We reward excellence and offer competitive compensation and benefits. Visit our LinkedIn page for a closer look at our company and learn more about our cultural values here.

Milliman invests in skills training and career development and gives all employees access to a variety of learning and mentoring opportunities. Our growing number of Milliman Employee Resource Groups (ERGs) are employee-led communities that influence policy decisions, develop future leaders, and amplify the voices of their constituents. We encourage our employees to give back to their varied professions, including leadership in professional organizations. Please visit our website to learn more about Milliman's commitments to our people, diversity and inclusion, social impact, and sustainability.

What this position entails

Milliman, Inc. is recognized as a top firm that provides data, products, and professional services to the insurance industry. IntelliScript is a practice within Milliman that provides health and life insurers with real-time data and underwriting decision support tools via software-as-a-service (SaaS). IntelliScript offers an innovative suite of products which interpret and deliver electronic medical data (such as prescription histories, diagnoses, treatment data, etc.) to help our clients make effective underwriting and pricing decisions. Our company offers a unique entrepreneurial culture that also promotes work / life balance. IntelliScript has enjoyed consistent growth and is the leader in the markets we serve.

The Operations team sits at the hub of all IntelliScript divisions (IT, Data Analytics, Account Management, Sales, and Product). This team is ready to grow again due to the increasing volume of calls from insurance policy applicants.

What you will be doing

The key area of responsibility in the role of Customer Service Administrator is interaction with customers, i.e., insurance applicants, to handle Fair Credit Reporting Act inquiries:

• Track and enter data received from customers in Salesforce
• Respond to consumers via phone and email in a timely manner
• Send FCRA consumer reports to individuals after verifying identity
• Utilize knowledge of FCRA and IntelliScript procedures to explain concepts and answer consumer questions in a professional manner
• Requires in-office presence once a week or every other week to support team responsibilities

Responsibilities will expand to other tasks and projects as your experience and knowledge increases.

What we need

• High school diploma / GED
• Intermediate proficiency with Microsoft Word, Excel, and Outlook
• 5+ years of customer service experience, preferably via phone
• 1+ years of administrative experience

What you bring to the table

• Adapts to an established process, able to move projects along in a timeframe, with close attention to deadlines
• Able to conduct analysis and present a resolution
• Demonstrated "let's find a way to do it" attitude - no task is too big or too small
• Dedicated to resolving customer problems and providing full satisfaction
• Exceptional communication skills: articulate and professional when speaking with clients as well as with colleagues, via all mediums (phone, email, video conferencing, etc.)
• Thrive in an entrepreneurial and collaborative culture
• Able to balance following (and repeating) a detailed process with observing trends to solve business problems
• Dedicated to getting the details right
• Loves to learn, takes every opportunity to develop knowledge and skills
• Self-driven to assess a need, research the situation, then present a resolution and the ability to find common ground with those think differently than you do on important matters
• Pursue professional education and growth
• Excellent prioritization of multiple concurrent tasks, such as projects in different phases
• Strong multi-tasking and organization skills

Wish List

• Bachelor's degree
• Experience using Salesforce to locate and record information
• Knowledge of the insurance industry
• Spanish speaking / translation ability

Location

The expected application deadline for this job is January 31, 2025. This position requires in-office presence once a week or every other week. Applicants must be willing to travel to the Milliman office in Brookfield, WI and travel nationwide for meetings, conferences, and team events.

The salary range for this position is $47,000 - $89,000 depending on a combination of factors, including but not limited to education, relevant work experience, qualifications, certifications, location, etc. In addition, we offer a signicant performance-based bonus plan, prot sharing, and generous benets.

Milliman Benefits (Full time U.S. positions only)

At Milliman, we focus on creating an environment that recognizes - and meets - the personal and professional needs of the individual and their family. We offer competitive benefits which include the following based on plan eligibility:

• Medical, dental and vision coverage for employees and their dependents, including domestic partners
• A 401(k) plan with matching program, and profit-sharing contribution
• Employee Assistance Program (EAP)
• A discretionary bonus program
• Paid Time Off (PTO) starts accruing on the first day of work and can be used for any reason; full-time employees will accrue 15 days of PTO per year, and employees working less than a full-time schedule will accrue PTO at a prorated amount based on hours worked
• Family building benefits, including adoption and fertility assistance and paid parental leave up to 12 weeks for employees who have worked for Milliman for at least 12 months and have worked at least 1,250 hours in the preceding 12-month period
• A minimum of eight paid holidays
• Milliman covers 100% of the premiums for life insurance, AD&D, and both short-term and long-term disability coverage
• Flexible spending accounts allow employees to set aside pre-tax dollars to pay for dependent care, transportation, and applicable medical needs

Equal Opportunity

All qualified applicants will receive consideration for employment, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.