Hybrid Customer Experience Analyst

at ReSource Pro

• Job title: Customer Experience Analyst
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $13 - $28 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Groesbeck, United States

About the role

• Customer Experience Analyst providing customer support related to insurance regulatory compliance tasks. Collaborating within a team to enhance client service and meet compliance objectives.

Responsibilities

• Receive and handle customer inquiries via inbound/outbound phone calls, email, and/or chat.
• Answer questions professionally and assists customers by completing a task or process for them ; Provides exceptional customer service to customers
• Independently lead conference calls and meetings with customers
• De-escalate frustrated customer situations and finds solutions to provide an exceptional customer experience
• Follow established processes and procedures to complete routine and mid-level complexity regulatory compliance and/or client intake tasks in a timely manner on behalf of the client.
• This may include gathering and verifying client information, inputting information into a variety of Compliance and/or State web-based systems and forms and completed related reports
• Accomplish work in accordance with established procedures (call/email handle times, etc.) and track work and activities in established databases.
• Independently resolve low- and mid-level complexity problems escalated by Associates.
• Escalate complex problems to senior team member or supervisor and takes initiative to find solutions
• Assist with training for new team members, and act as a resource to junior team members through ongoing mentorship and assistance
• Collaborate with co-workers and supervisors to meet client needs and contribute to achievement of internal team goals
• Look for opportunities to improve processes to better support client and build knowledge and expertise in insurance regulatory compliance

Requirements

• High School diploma or equivalent
• 2-4 years customer service experience
• MS Office - Word, Outlook, Access, and strong Excel skills
• Prior insurance industry experience preferred
• Customer-centric mindset, enjoy providing a service and solving customer problems
• Strong written and verbal communication skills, able to convey information to clients and effectively deescalate customer frustrations
• Team player mentality and commitment to supporting other team members
• Process-focused and detail oriented, committed to accurate documentation
• Technological proficiency – able to learn, utilize, and navigate a variety of external and internal systems

Benefits

• Generous PTO plan with paid holidays + floating holidays
• 100% paid Employee Healthcare on Day 1
• Eligible for all medical, dental, and vision benefits on Day 1
• 401k with employer match, vested on Day 1
• Opportunity to work for a growing, global organization.
• Ability to engage with clients and internal partners to make an impact.
• Organization-wide focus on growth and development