Contact Representative Cover Letter

I would like to submit my application for the contact representative opening. Please accept this letter and the attached resume.

Previously, I was responsible for general information and answers routine questions regarding the application of human resources policies and procedures to employees; refers questions or concerns requiring policy interpretation to more senior representatives or to specialist HR staff, as appropriate.

Please consider my experience and qualifications for this position:

• Experience with HERO, Genesis, Avaya, Excel and other Microsoft applications/operating systems and internet search engines
• Able to work with technology
• Banking, investment or a financial background preferred
• Fluent in Chinese and English languages – both oral and written communication
• Utilize system software provided
• Understand ATM, Debit and Credit Card process to support member needs as it relates to card orders, activity, declines and disputes
• Appropriately resolve conflicts and escalated issues
• Experience with Success Factors (HRMS) or equivalent HRMS and CloudPay or equivalent payroll provider is preferred

I am excited to be applying for the position of contact representative. Please accept this letter and the attached resume as my interest in this position.

In my previous role, I was responsible for application and policy status, life claims status, services beneficiary maintenance and answers lower complex billing and policy questions.

Please consider my qualifications and experience:

• Donor Education (advanced) - Educates and informs donors of all aspects of the stem cell donation process
• Donor Health Screening (advanced) - Collects donors’ medical health history information and assesses medical conditions and non-medical factors to determine further donor participation
• Coordination of Blood Draws (appointment time, location, kit ordering, donor/kit tracking) and completing follow-up forms as needed
• Completes search activities within established timelines and standards and maintains compliance with identified department performance standards
• Maintains on-going knowledge of HLA, and blood stem cell transplantation
• Assists in maintaining STAR Link donor database
• Participates in shared team responsibilities and staff back-up including coverage of calls on the general team “phone skill” and servicing those donor files as needed with a demonstration of excellent customer service/resolution skills
• Assists in training/mentoring of new staff and acts as a resource for peers

I would like to submit my application for the contact representative opening. Please accept this letter and the attached resume.

Previously, I was responsible for consistent methods, practices and procedures to ensure fairness to employees, adherence to company policies and legal defensibility.

My experience is an excellent fit for the list of requirements in this job:

• Have advanced knowledge of our business and understand the functions of our various business areas
• Determine member needs and cross-sell appropriate products and services
• Trilingual in English, Spanish, French
• Basic knowledge of Word, Excel, Outlook and Internet Explorer
• Familiarity with medical terminology and advanced health screening experience preferred
• 　Advanced knowledge of our business and understand the functions of our various business areas
• Advanced knowledge of our business and understand the functions of our various business area
• Previous experience in a fast paced customer service environment, preferably a hospital, is preferred in order to manage the volume and call types received

I would like to submit my application for the contact representative opening. Please accept this letter and the attached resume.

Previously, I was responsible for answers to employees’ questions related to benefits, policies and procedures and instructs staff as to where to find related information.

Please consider my experience and qualifications for this position:

• Shifts rotate between two shift bands
• Experience in contact center, including phone, email, and/or chat preferred
• Experience with financial document review is beneficial
• Flexibility to manage a broad range of responsibilities and communicate effectively in a complex organization
• Achieve department performance targets
• Require full proficiency gained through job related training to perform a range of activities
• Background in cosmetics/skincare is highly preferred
• Donor Outreach (advanced) - Locates donors using data provided at recruitment, including alternate contacts

Please consider me for the contact representative opportunity. I am including my resume that lists my qualifications and experience.

In the previous role, I was responsible for excellent customer service and answers questions, solves problems, and provides solutions to clients within set standards.

I reviewed the requirements of the job opening and I believe my candidacy is an excellent fit for this position. Some of the key requirements that I have extensive experience with include:

• Participates in continuous improvement, pilot projects and other workflow management projects as requested
• Performs all duties in compliance with standard operating procedures, National Marrow Donor Program (NMDP) standards, regulations outlined in the Code of Federal Regulations (CFR), Federal Drug Administration (FDA) guidance and other applicable Federal, state and local laws
• Proficient in a MS windows environment including Outlook, Excel, Word and PowerPoint
• Knowledge of client and in-house systems desirable
• Knowledge of mortgage documents and/or document management systems preferred
• Successful experience in managing a workflow queue
• Commitment to competent, compassionate and quality service at all times
• General knowledge of services provided by the agency and reasonable knowledge of basic MTRS regulations, policies and practices as they relate to member benefits and services in order to better assist callers and walk-ins concerning beneficiary designation, direct deposit, tax withholding, downloadable forms and address change procedures