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Become A Senior Service Representative

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Working As A Senior Service Representative

  • Getting Information
  • Interacting With Computers
  • Communicating with Persons Outside Organization
  • Communicating with Supervisors, Peers, or Subordinates
  • Establishing and Maintaining Interpersonal Relationships
  • Deal with People

  • Mostly Sitting

  • Repetitive

  • $32,802

    Average Salary

What Does A Senior Service Representative Do At BMO Financial Group

* Fulfill routine and frequently non-routine transactions, internal business partner and/or external customer inquiries/ requests, and/or audit/ reconciliation activities, and solve more complex issues efficiently and effectively in accordance with Bank and industry standards, focusing on up to a three-month time horizon.
* Follow procedures to resolve internal business partner and/or external customer inquiries/ requests and issues.
* Act as a subject matter expert to the team.
* Recommend/ implement process improvements.
* Act as point of approval/ resolution of escalated issues for more junior staff, where applicable.
* KEY AREAS OF ACCOUNTABILITY
* Product & Process
* Risk & Control
* Business Performance Management
* ACCOUNTABILITIES
* Product & Process_
* Process and/or fulfill transactions, perform audit/ reconciliation activities and/or other activities in accordance with established priorities and deadlines on a timely, accurate and efficient basis.
* Resolve discrepancies/ exceptions that frequently deal with non-routine situations, requiring further analysis.
* Investigate and may resolve or make recommendations to more senior team members on more complex, non-routine issues relating to internal business partner and/or external customer inquiries or requests, business process efficiency and quality control within existing procedures.
* May resolve escalated work or issues from more junior staff, where applicable.
* Enable productive relationships within the line of business (LOB) and other functions through responsiveness and support.
* Proactively work with others (i.e., on own team, shared service centre, other operational areas, or with the internal business partner and/or external customer) to ensure delivery of timely, quality and efficient fulfillment activities.
* Provide advice to internal business partners and peers to support the completion of a process or activity within established procedures.
* Provide input and analysis into the continuous improvement of business processes and procedures within the scope of the work team, and participate in the planning, testing and implementation of projects and new/ revised products/ services or processes.
* Provide on-the-job assistance and training to others, as requested.
* Risk & Control_
* Escalate issues that require resolution by more senior team members, as per guidelines.
* Identify potential risk situations/ impacts, and make recommendations or escalate to the manager.
* Review transactions and requests for compliance with regulatory and Bank requirements, as required.
* Monitor production logs and schedules to ensure key controls are followed and exceptions are actively pursued; escalate to the manager as appropriate.
* Provide information for regulatory reporting and audit queries.
* Ensure all appropriate authorizations/ approvals are obtained in accordance with policies and controls.
* Ensure adherence to all aspects of FirstPrinciples, Our Code of Business Conduct and Ethics Corporate Policy, as well as all applicable legislation, regulatory rules and requirements, and Bank standards, policies and procedures (P&Ps) for such things as potential conflicts of interest, safeguarding of customer information, trading in securities, anti-money laundering, privacy and disclosure of outside business activities.
* Ensure strict confidentiality is maintained for both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank P&Ps.
* Follow security and safeguarding procedures and apply appropriate due diligence in accordance with Bank policy for the prevention of loss due to such things as fraud or defalcation.
* Business Performance Management_
* Monitor service delivery performance, production processes and quality, providing reports to the manager for the purpose of optimizing operational effectiveness.
* Deliver exceptional customer service that builds trust through responsive, accurate, consistent, knowledgeable and available services and support.
* Align individual performance goals to team and organizational goals.
* Demonstrate behaviours that are consistent with “Our Way” model and aligned with BMO values

What Does A Senior Service Representative Do At Highmark Health

* Identify and initiate contact with prospective providers
* Develop and follow up on leads in an established time frame, while incorporating a sound business plan strategy to support and execute recruitment efforts that include existing and prospective client needs and provider resignations/terminations
* Customize participating dental agreement forms for execution, analyze provider changes, facilitate provider file updates and draft confidentiality agreements
* Monitor financial performance of contracts by tracking utilization and competitive environment, including group specific performance guarantees.
* Analyze and develop network retention strategies for follow up services to providers by establishing and maintaining contact and rapport with dental staff members, office managers, insurance coordinators, hygienists and dentists throughout an assigned territory by scheduling face-to-face meetings with dental offices
* Formally present and effectively communicate UCD's administrative and claim guidelines and policies, benefits of participation, fee schedules, plan designs, competitive position, product development, network options, strategic partnerships, utilization review, local/national client demographics and dentist distribution
* Interpret and articulate contractual language and address questions regarding participation with providers, network share/leasing arrangements, opt in/out options, reimbursement methods, compensation models, including pay for performance and value added benefits
* Meet with all identified practices in assigned territory to review practice financial and quality performance.
* Perform effective on-site visits through educating providers on the financial advantages and marketing incentives of participation
* Train dental office staff on the use of automated services to ensure they utilize various means of automated communication, as well as, claims and electronic data interchange and electronic funds transfer
* Collaborate with sales and customer service to respond to client/broker/member inquiries regarding provider contract, claim/member issues or provider file/record/directory discrepancies
* Consult with dental director/dental advisors regarding clinical-related questions and policies, as well as, current dental terminology (CDT) changes, to resolve provider inquiries within a mutually agreed timeframe.
* Act as subject matter expert with recommendations and data supporting development of network and sales strategy and support of leasing contract negotiation.
* Develop and maintain leasing revenue targets
* Update network lease risk strategy in response to all market changes.
* Communicate and maintain effective working relationships both internally and externally (providers, dental industry, organized dentistry and dental consultants) keeping management informed on related healthcare industry issues/topics
* Support competitive position in the marketplace by staying abreast of changes to the business climate.
* Monitor provider reimbursement methods and PPO/DHMO/EPO network models and communicate changes to provider community and leadership team.
* Develop and manage process improvement initiatives designed to maintain URAC accreditation of all network practices associated with government programs using continuous quality improvement principles
* Conduct, collect and analyze data from office site visits and reviews to continually improve the care and service to members and provide recommendations to internal customer supporting quality improvement programs
* Train dental office staff and providers on all updates to quality assurance guidelines, with state and local regulations and URAC accreditation requirements
* Conduct audits as needed.
* Train and mentor team members, internal customers and sales/account managers on all aspects of network and provider relations.
* Lead and/or manage internal projects as necessary
* Other duties as assigned or requested

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How To Become A Senior Service Representative

Customer service representatives typically need a high school diploma and receive on-the-job training to learn the specific skills needed for the job. They should be good at communicating and interacting with people and have some experience using computers.

Education

Customer service representatives typically need a high school diploma.

Training

Customer service representatives usually receive short-term on-the-job training, lasting 2 to 3 weeks. Those who work in finance and insurance may need several months of training to learn more complicated financial regulations.

General customer-service training may focus on procedures for answering questions, information about a company’s products and services, and computer and telephone use. Trainees often work under the guidance of an experienced worker for the first few weeks of employment.

In certain industries, such as finance and insurance, customer service representatives must remain current with changing regulations.

Licenses, Certifications, and Registrations

Customer service representatives who provide information about finance and insurance may need a state license. Although licensing requirements vary by state, they usually include passing a written exam. Some employers and organizations may provide training for these exams.

Important Qualities

Communication skills. Customer service representatives must be able to provide information in writing, by phone, or in person so that customers can understand them.

Customer-service skills. Representatives help companies retain customers by answering their questions and complaints in a helpful and professional manner.

Interpersonal skills. Representatives should be able to create positive interactions with customers.

Listening skills. Representatives must listen carefully and understand a customer’s situation in order to assist them.

Patience. Representatives should be patient and polite, especially when interacting with dissatisfied customers.

Problem-solving skills. Representatives must determine solutions to a customer’s problem. By resolving issues effectively, representatives contribute to customer loyalty and retention.

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Senior Service Representative jobs

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Senior Service Representative Career Paths

Senior Service Representative
Account Executive Sales Manager General Manager
Account Manager
5 Yearsyrs
Operations Manager Branch Manager General Manager
Area Manager
7 Yearsyrs
Business Analyst Product Manager Sales Manager
Branch Manager
6 Yearsyrs
Benefit Specialist Customer Care Specialist Customer Care Supervisor
Call Center Manager
6 Yearsyrs
Account Manager Account Executive Sales Manager
Director Of Sales
10 Yearsyrs
Service Manager General Manager
District Manager
7 Yearsyrs
Billing Specialist Specialist Account Manager
District Sales Manager
7 Yearsyrs
Service Manager Operations Manager
General Manager
7 Yearsyrs
Benefit Specialist Account Executive Sales Consultant
Internet Sales Manager
6 Yearsyrs
Project Manager Product Manager Sales Manager
Office Manager
5 Yearsyrs
Account Manager Sales Manager
Operations Manager
7 Yearsyrs
Business Analyst Senior Business Analyst
Product Manager
7 Yearsyrs
Operations Manager Plant Manager General Manager
Regional Manager
8 Yearsyrs
Office Manager General Manager Account Executive
Regional Sales Manager
9 Yearsyrs
Billing Specialist Accountant Account Manager
Sales Account Manager
6 Yearsyrs
Project Manager Marketing Manager Regional Sales Manager
Sales And Marketing Manager
6 Yearsyrs
Office Manager Account Manager Account Executive
Sales Manager
5 Yearsyrs
Account Executive Territory Manager Account Manager
Senior Account Manager
7 Yearsyrs
Specialist Project Manager Program Manager
Senior Manager
10 Yearsyrs
Specialist Account Manager Account Executive
Territory Manager
7 Yearsyrs
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Senior Service Representative Demographics

Gender

  • Female

    57.5%
  • Male

    40.7%
  • Unknown

    1.8%

Ethnicity

  • White

    81.0%
  • Hispanic or Latino

    10.9%
  • Asian

    6.3%
  • Unknown

    1.4%
  • Black or African American

    0.5%
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Languages Spoken

  • Spanish

    54.5%
  • Portuguese

    4.5%
  • Italian

    4.5%
  • French

    4.5%
  • Russian

    4.5%
  • Chinese

    3.0%
  • Mandarin

    3.0%
  • Arabic

    3.0%
  • Cantonese

    3.0%
  • Swedish

    1.5%
  • Polish

    1.5%
  • German

    1.5%
  • Bosnian

    1.5%
  • Japanese

    1.5%
  • Hindi

    1.5%
  • Tagalog

    1.5%
  • Serbian

    1.5%
  • Urdu

    1.5%
  • Croatian

    1.5%
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Senior Service Representative

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Senior Service Representative Education

Senior Service Representative

Unfortunately we don’t have enough data for this section.

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Top Skills for A Senior Service Representative

FinancialNeedsDeliveryCustomerServiceRepresentativesPhoneCallsLiquidOxygenDataEntryCustomerSatisfactionAuditCustomerInquiriesSpecialProjectsTechnicalSupportNewAccountsSalesRepresentativesServiceIssuesInternalDepartmentsATMHighVolumeWindowsMedicalEquipmentSupervise

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Top Senior Service Representative Skills

  1. Financial Needs
  2. Delivery
  3. Customer Service Representatives
You can check out examples of real life uses of top skills on resumes here:
  • Experienced to meet the financial needs of clients and prospects in an effective and objective manner.
  • Performed Service Delivery Manager duties as needed.
  • Hired and trained customer service representatives.
  • Track all phone calls via electronic case management system.
  • Experience with liquid oxygen transportation, delivery and maintenance.

Top Senior Service Representative Employers