JOB DESCRIPTION

• Receives inbound calls to provide customer service support.
• Provides resolutions to caller problems and issues, including researching and exploring alternative solutions
• Creates promised solutions or after-call work and escalates unresolved issues outside of his/her scope
• Accepts payment and initiates disbursement requests over the phone
• Navigates through a computerized data entry system or other relevant applications
• Manages documentation of all call information according to standard operating procedures
• Process callbacks for minor requests like faxing/emailing policy information, sending letters to another address, or confirmation of payments received
• Undertakes all compliance and regulatory training in line with company requirements
• Accountable for keeping up with process-related learning/training and meeting performance standards set by the business
• Completes customer’s transactional requests as provided by the caller.
• Employs probing questions and actively listens to customer issues or questions, showing interest and compassion, and displaying empathy for the caller’s situation
• Demonstrates accuracy in processing changes to customer policies based on the information provided
• Actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation.
• Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.
• Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them, including any follow-ups required on our customer’s part.