Overview

The Customer Service Associate builds client relationships by researching, analyzing, and resolving service requests and complaints. This associate provides exceptional service to existing customers through service-related transactions via inbound and outbound calls. They ensure customers' needs are met while maintaining compliance with regulatory requirements. The Customer Service Associate is expected to utilize critical thinking skills to resolve issues, overcome objections, and de-escalate client interactions.

Responsibilities

What you will do:

• Responds to customer inquiries via inbound and outbound telephone interactions to address a variety of customer inquiries, including but not limited to, processing payments, resolving billing issues, processing claims, and answering eService inquiries.
• Provides professional and courteous service, including diffusing escalated clients to resolve concerns; completes service requests within departmental service levels.
• Reviews, research and/or analyzes necessary policy data in order to resolve client inquiries or concerns via telephone.
• Maintains accurate information and documentation in all administrative systems.
• Required to utilize multiple administration systems to service clients.
• Analyzes client trends to identify and mitigate risk, including, but not limited to, anti-money laundering, privacy concerns, premium financing and unethical practices.
• Maintains comprehensive knowledge of products, state regulations, policy details, and procedures.
• Identifies cross-selling opportunities and utilizes tailored approaches to secure sales leads.
• Identifies system or procedural problems and recommends improvements to benefit clients or home office associates.
• Attends and actively participates in required training sessions and team meetings.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• High School Diploma High school diploma/GED. - Required
• Some college work preferred. - Preferred
• Proven experience handling and effectively resolving client problems. - Required
• Must provide examples of strong customer service skills. - Required
• Contact center experience preferred but not required. - Preferred
• Experience working in a high-volume environment with multiple tasks. - Preferred
• Excellent listening, organization, prioritization, and multitasking skills. - Preferred
• Strong research, analytical, and problem-solving abilities. - Preferred

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.

Travel Requirements:

• 0% travel