Aetna Customer Service Rep in Farnborough, United States

Req ID: 43770BR

About Aetna

Aetna International is a leading provider of internationalexpatriate private medical insurance and health management solutions. We haveover 1000 staff and growing every day. Our customer base is over 123,000members located worldwide; and we have more than 71,000 health careprofessionals and facilities worldwide in the offices in all the major regionsof the world .

Position Summary

An exciting opportunityhas become available to join our Client Services team as a Customer CareConsultant. We are looking for the right talent to increase member satisfaction, retention, and growth by efficientlydelivering competitive services to our Individual, Corporate members and providersthrough a fully-integrated organization staffed by knowledgeable,customer-focused professionals supported by exemplary technologies andprocesses.

Responsibilitiesof the role

· Deal effectively with theincoming post, emails and faxes in accordance with agreed time, quality andservice standards and KPIs.

· All queries and complaints tobe actioned and escalated as appropriate according to Complaints Procedure.

· Ensure you work to the ‘Rightfirst time ethos.

· Take a pro active stance withyour own development and training to ensure needs are met.

· Answer the telephone, making relevantsystem notes and subsequently pass calls to appropriate members of staff ifunable to deal with.

· Process individual applicationsand issue supporting documents in accordance with agreed time and servicestandards.

· Process individual renewals andissue supporting documents in accordance with agreed time and servicestandards.

· Assist with the production anddistribution of group and corporate member's documents in accordance withagreed time and service standards.

· Liaise closely with the FinanceDepartment in respect of payments received and ensure that all customer data isstored securely in accordance with Company and FCA regulations.

· Produce accurate informationwithin agreed time and service standards, paying specific and close attentionto detail and quality of work output.

· Ensure that filing ismaintained on a regular basis and in accordance with targets set.

· Promote the best image of theCompany through a professional manner, personal appearance and behaviour andadhere to Company standards and procedures.

· Ensures compliance with requirements of regional complianceauthority/industry regulator.

· Carry out any other ad hoctasks as delegated.

· Able to build rapport and effectivelymanage key accounts.

· Adheres to international privacy policies, practices and procedures.

Principal Contacts

Internally: Client Membership, Underwriting,Finance and Claims department.

Externally: Brokers, Underwriters and Customers.


· Previous experience in acustomer service environment, preferably in an insurance company, serviceprovider or health insurer.

· Organization and administrationskills to be of a high standard.

· PC and Database Literate.

Experience desired

· Excellent communication skills– verbal and written.

· Customer focused.

· Organized and able toprioritize.

· Ability to deal with high workvolumes.

· Pride in attention to detailand accuracy.


• High School graduate as aminimum.

• University/College degreepreferable or equivalent work experience.