Serves as the Customer Care department’s primary point of contact for questions from other business units, staff and brokers/clients. Assists the Supervisor in daily activities to ensure exceptional customer service is maintained.

Responsibilities:

  • Assist with coaching, developing and motivating team members.  Facilitate team meetings and training sessions.

  • Assist with designing and updating procedures for tasks and transactions. 

  • Participate and support continuous improvement initiatives; identify gaps and perform root cause analysis.

  • Monitor work volumes and prioritize workloads to help meet team metrics.

  • Serve as a resource for team members on policies and processes.

  • Lead or assist with project initiatives, including providing requirements and testing.

  • Build proactive and meaningful customer relationships, with a focus on improving the customer experience.

  • Leverage synergies with business groups to create mutual success.

Qualifications:

  • Associate's degree or equivalent experience.

  • Two years of call center/customer service experience, preferably in the insurance/financial services industry or related field.

  • Communication, interpersonal and listening skills.

  • Decision-making, problem-solving and analytical skills.

  • Ability to work under pressure in a fast-paced environment.

  • Ability to work independently and as part of a team.

  • Advanced PC proficiency and ability to quickly grasp new systems and complex concepts.

Preferred Qualifications:

  • Knowledge of company call center operations, policies and products.

Working Conditions:

  • The Company will determine if a position will be designated as Hybrid or Remote.

Your working location designation is Hybrid. Hybrid means that you will report to the Company office location 3 days per week. When not working in a Company office location, you will be expected to work from your home or other approved workspace in the U.S. - OR - Your working location designation is Remote. Remote means that you will not be expected to work from a Company office location on a routine basis. When not working in a Company office location, you will be expected to work from your home or other approved workspace in the U.S.  

 

**Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to applicable pay transparency and compensation posting laws. It is estimated based on what a successful candidate might be paid in certain Company locations.** 

 

The Salary for this position generally ranges between $62,500 - $83,000 annually. This range is an estimate, based on potential qualifications and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.  

 

Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at Company discretion.