Contact Center Specialist I
Company: Prosperity Service Group LLC
Posted on: May 16, 2022
Job DescriptionThis position serves as the customer service and
administrative point of contact for agents, policyholders,
co-workers and other departments in matters pertaining to
Policyholder Services and Claims for the life and annuity lines of
business. Communicates via telephone, e-mail, fax and written
correspondence to provide status and/or information regarding
inforce policies and products.Essential Duties and Responsibilities
include the following: Other duties may be assigned.Deliver
outstanding customer service by efficiently and effectively
responding to customer inquires within stated service levels.
Research and respond to customer inquiries and requests utilizing
multiple processes and administrative computer systems. Identify
problem situations, major issues, and appropriate sources of
information to effectively provide resolutions to customer problems
or concerns. Represent the company in a positive, customer
friendly, professional manner and provide timely follow-up
regarding inquiries from policyholders, co-workers and agents.
Document all inquiries from customers and advise appropriate
department when corrective or additional action is required.
Document within the appropriate computer system and/or send
appropriate form or information requested by customers. Write
correspondence as applicable in a professional format explaining
policy information or status to agents or policyholders. Interpret
and apply concepts based on company policies and procedures.
Proactively stay abreast of and learns new procedures, tools,
products and services. Participate in a fast paced team environment
that handles incoming calls. Create work requests for our
processing partners as needed. Work in a collaborative team
environment to handle large call volumes. Able to adhere to call
center guidelines and measurements. As assigned, monitors Contact
Center e-mail and voicemail boxes, retrieving messages as
scheduled. Works with manager to ensure messages are returned
promptly. Meet individual productivity goals and contributes to
department and team goals.Comply with company, department and team
guidelines regarding confidentiality and privacy including the GLB
Privacy Act, HIPAA, & other state and federal guidelines for
privacy. Uphold organizational standards and core values. As
assigned by management, handle other duties and projects.
Supervisory Responsibilities This job has no supervisory
responsibilities.Qualifications To perform this job successfully,
an individual must be able to perform each essential duty
satisfactorily. The requirements listed below are representative of
the knowledge, skill, and/or ability required. Reasonable
accommodations may be made to enable individuals with disabilities
to perform the essential functions.Ability to communicate clearly,
professionally and empathetically with excellent customer service
skills. Ability to learn and apply knowledge of insurance
contracts, procedures, and customer service philosophies.Ability to
learn and effectively use multiple computer systems, phones, and
other technologies simultaneously.Ability to support a service
culture through great quality and efficiency, even when work volume
is high.Requires attention to detail and a sincere commitment to
servicing the agents, policyholders, co-workers and other home
office personnel.Ability to empathize with, actively listen to,
deal sensitively and professionally with customers and
agents.Excellent intuitive and analytical skills to review cases
and determine solutions to requests.Requires excellent
organizational and prioritization skills, and the ability to adapt
quickly and effectively to shifting priorities, as well as a strong
commitment to providing exceptional customer service.Work
independently displaying good judgment and problem solving skills.
Ability to adhere to work schedule demands and requirements.
Education and/or Experience This section describes the minimum
level of education and/or experience needed to successfully
accomplish the essential duties of this job.Minimum of one year of
work experience, including phone work in a fast paced service
driven environment. High school diploma/GED required; Associates
Degree or higher preferred. Proficieny in Microsoft Office
applications, web based applications and data entry is required.
Previous successful work experience in a position requiring
attention to detail and organizational skills in a multi-tasking
role is required. Minimum typing speed of 35 wpm is
required.Knowledge of the Insurance industry, AML and KYC guidlines
preferred. Bilingual speaking proficiency in Spanish desirable.
Mathematical Skills Ability to calculate figures and amounts such
as interest, proportions, and percentages. Ability to apply
concepts of basic math.Certificates, Licenses, Registrations None
required. Reasoning Ability Ability to apply common sense
understanding to carry out detailed but uninvolved written or oral
instructions. Ability to deal with problems involving a few
concrete variables in standardized situations. Other Skills and
AbilitiesMust be able to manage time effectively. Must demonstrate
a willingness to maintain and develop knowledge of products,
procedures and practices necessary to successfully perform the
duties of the job. Physical Demands The physical demands described
here are representative of those that must be met by an employee to
successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.While performing
the duties of this job, the employee is regularly required to talk
or hear. The employee is frequently required to sit for extended
period of time. The employee is occasionally required to stand and
use hands to finger, handle, or feel. Specific vision abilities
required by this job include close vision.
Keywords: Prosperity Service Group LLC, Roanoke , Contact Center Specialist I, Other , Roanoke, Virginia
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