Contact Center Associate, Creditor Operations

Kingston, ON

Assurant

•   Handle incoming calls in a high-volume retention sales and service environment;


•  Expected to meet and challenged to exceed department standards with respect to Key Performance Indicators (quality of customer interactions, retention of customer products and services, efficiency of service delivery), resulting in world-class customer service;


•  Educate customers on the features and benefits of various products and services and make recommendations based on customer needs;


•  Adhere to call handling guidelines and schedule;


•  Relay customer feedback to supervisor in order to identify trends and situations requiring further investigation;


•  Ensure data accuracy and security;


•  Other duties as assigned to fulfill business needs.

 The Core Competencies required for this role include:

• BUILD CREDIBILITY AND TRUST - Adheres to Assurant values and high ethical standards of behaviour by demonstrating respect, honesty, consistency and fairness when interacting with colleagues, customers, business partners and other stakeholders.


• DELIVER RESULTS - Tenaciously works to meet or exceed expectations by keeping self and/or others focused on achieving critical goals.


• DEMONSTRATE RESILIENCE - Reacts positively to changes and maintains poise, focus and flexibility when encountering difficulties or obstacles.


• FOCUS ON CUSTOMERS - Identifies and meets the needs of customers by building productive customer relationships and providing value in ways that increase customer satisfaction and loyalty.

Skills: Proficient keyboarding skills, familiarity with basic computer applications (MS Excel, MS Word, Internet Explorer)

Experience: 1 - 2 years previous experience in a customer service capacity, focusing on customer satisfaction and loyalty.