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Become A Senior Service Representative

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Working As A Senior Service Representative

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Processing Information
  • Deal with People

  • Mostly Sitting

  • $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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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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Average Length of Employment
Service Lead 2.9 years
Service Specialist 2.7 years
Representative 2.1 years
Service Associate 2.1 years
Top Employers Before
Teller 4.2%
Supervisor 3.4%
Internship 2.9%
Cashier 2.8%
Manager 2.6%
Processor 1.8%
Top Employers After
Consultant 3.9%
Owner 3.1%
Supervisor 3.0%
Manager 2.7%
Specialist 2.7%

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 Education

Schools

University of Phoenix

21.3%

Northeastern University

6.6%

American InterContinental University

5.9%

Michigan State University

5.1%

University of Florida

4.4%

University of South Florida

4.4%

New York University

4.4%

Northern Illinois University

4.4%

Wilmington University

3.7%

University of Connecticut

3.7%

University of Nebraska at Omaha

3.7%

DePaul University

3.7%

State University of New York College at Buffalo

3.7%

Southern New Hampshire University

3.7%

Saint Joseph's University

3.7%

Strayer University

3.7%

Kaplan University

3.7%

Towson University

3.7%

Capella University

3.7%

University of Massachusetts - Boston

2.9%
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Majors

Business

37.0%

Finance

6.9%

Accounting

6.7%

Management

5.2%

Communication

4.2%

Marketing

4.1%

Psychology

3.8%

Health Care Administration

3.4%

Criminal Justice

3.2%

Political Science

2.9%

Liberal Arts

2.8%

Human Resources Management

2.5%

Computer Information Systems

2.5%

Computer Science

2.4%

Electrical Engineering

2.2%

Legal Support Services

2.2%

English

2.1%

Nursing

2.0%

Education

2.0%

Sociology

2.0%
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Degrees

Bachelors

40.6%

Other

28.8%

Masters

12.7%

Associate

10.7%

Certificate

4.9%

Diploma

1.3%

Doctorate

0.6%

License

0.3%
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Job type you want
Full Time
Part Time
Internship
Temporary

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