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Call Center Service Associate

February 17, 2026

Provide excellent service to customers through the resolution of basic customer inquiries received by phone or though written correspondence. <ul><li>Receive customer inquiries via phone, fax, mail, e-mail, etc. If necessary, probe for additional helpful information (i.e. member ID, claim number, name, etc.) in order to effectively handle inquiry.</li><li>Review computer systems and/or other reference materials to complete verification process.</li><li>Initiate investigation process based on the nature of the inquiry (claim, member information, benefits, enrollment, appeals, etc.).</li><li>Utilize available resources to quickly and efficiently resolve or redirect inquiries in accordance with prescribed departmental process.</li><li>Accurately document customer inquiries and actions taken in accordance with departmental quality guidelines to ensure appropriate follow up.</li><li>Follow up on unresolved issues in a timely manner, escalating call trends to management.</li><li>Deliver an excellent customer service experience while meeting quality and production standards.</li><li>Perform other relevant tasks as assigned by management.</li></ul> Education/Experience:<ul><li>High school degree or equivalent required. Some college preferred.</li><li>Some experience in a call center or customer service role within the health insurance industry preferred.</li></ul> Knowledge:<ul><li>Medical terminology and medical billing coding preferred</li></ul> Skills and Abilities:<ul><li>Excellent Customer Service skills including the ability to manage and diffuse irate calls</li><li>Ability to work in a high pressure, fast pace environment</li><li>Keyboarding proficiency</li><li>PC proficiency</li><li>Strong verbal and written communication</li><li>Interpersonal skills (i.e. active listening)</li><li>Investigative and analytical skills</li><li>Ability to multitask</li><li>Time management skills</li><li>Flexibility and adaptability</li><li>Ability to work effectively within a team environment</li></ul> *The employer may require an employee to pass a test(s) as part of determining whether the applicant meets the minimum qualifications for the job. Horizon Blue Cross Blue Shield of New Jersey is an Equal Opportunity Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or status as an individual with a disability and any other protected class as required by federal, state or local law. Salary Range:$45,698 - $60,803 This compensation range is specific to the job level and takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to: education, experience, licensure, certifications, geographic location, and internal equity. This range has been created in good faith based on information known to Horizon at the time of posting. Compensation decisions are dependent on the circumstances of each case. Horizon also provides a comprehensive compensation and benefits package which includes:<ul><li>Comprehensive health benefits (Medical/Dental/Vision)</li><li>Retirement Plans</li><li>Generous PTO</li><li>Incentive Plans</li><li>Wellness Programs</li><li>Paid Volunteer Time Off</li><li>Tuition Reimbursement</li></ul> Disclaimer:Horizon Blue Cross Blue Shield of New Jersey is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or status as an individual with a disability and any other protected class as required by federal, state or local law. Horizon will consider reasonable accommodation requests as part of the recruiting and hiring process.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...