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Call Center Customer Care Associate I

Employer
Assurant
Location
Rapid City, South Dakota
Salary
Not Specified
Closing date
Apr 30, 2019

View more

Category
Customer Service
Job Type
Not Specified
Career Level
Not Specified

Job Details

As a Call Center Customer Care Associate, youll put your skills and talents along with our training to work; as you handle inbound and outbound phone calls with our external customers, agents, and funeral homes. Other tasks will include document handling, prepare files for processing, mailing, policy maintenance, and other correspondence processing. This is a job that calls on you to be thoughtful, resourceful, team-driven and customer-focused. In this role, you will be part of a team which excels at critical thinking and quality customer service. This position is full-time (40 hours/week) Hours of operation are Monday through Friday from 7:00 am to 6:00pm, with different shift times within our hours of operation. It may be necessary and/or optional, given the business need, to work occasional overtime. Key Responsibilities:
  • Provide positive experiences to our customers via in-bound phone calls (70-80 per day)
  • Review, research, and analyze policy paperwork to ensure all requirements are met before processing.
  • Communicate through correspondence with team members, customers, and funeral homes regarding policy updates, maintenance, or other required information using clear, simple language to ensure one call resolution.
  • Processes paperwork.
  • Research and process policy maintenance situations, returned mail, and other opportunities to put your critical thinking skills to use.
  • Complete various internet searches.
  • Collaborate with leaders and coworkers through team meetings, company activities, and other means.
  • Attend required training.
  • Can adjust to new and changing business needs.
Department & Supervisors: A Call Center Customer Care Associate you will be part of the Assurant Care department which is made up of approximately 35-37 team members. The Assurant Care Department operates under the Preneed Division of Assurant, which is pre-funded funeral arrangements. This department is responsible for inbound/outbound phone calls, policy maintenance, correspondence mailing, and overall customer service for English speaking and Spanish speaking customers. This team is led by two Supervisors and an Associate Supervisor who report to the Department Manager.

Basic Qualifications:
  • High school diploma or GED
  • Basic insurance knowledge helpful but not necessary
Skills & Qualifications:
  • Strong phone and computer skills
  • Detail Oriented.
  • Analyzes documentation and make self-empowered decisions on how to resolve the case.
  • Thrives in a fast-paced environment.
  • Ability to adapt easily as procedure/client needs change.
  • Customer focused.
  • Excellent reading comprehension.
  • Critical thinking and decision-making skills.
  • Ability to handle multiple tasks and prioritize.
  • Negotiating skills are important, particularly when two parties differ over the validity of a filing or the information needed to settle a claim.
Key Competencies & Soft Skills:
  • Empathy
  • Adaptable
  • Tenacity
  • Ingenuity
  • Positive attitude
  • Self-motivated
Location: 440 Mount Rushmore Road; Rapid City, SD Keywords: call center, inbound calls, outbound calls, customer service, account maintenance, customer service representative, client, customer, customer care associate, bilingual, account processor, CSR


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Company

At Assurant, we protect, connect and support major consumer purchases ... like homes, cars, appliances, and phones ... in partnership with industry-leading brands.

The brands people trust ... trust Assurant.

We help our clients connect and protect over 300 million consumers around the world.

We have 125 years of experience, 14,000 employees and operate in 21 countries.

Our unwavering purpose

We protect what matters most.

Our uncompromising values

Common sense, common decency, uncommon thinking and uncommon results guide the way we support our customers and work with each other. guide the way we support our customers and work with one another.

COMMON SENSE

We seek simple, straightforward solutions that keep life running smoothly for the clients and consumers we serve.

COMMON DECENCY

We act with integrity. We treat others with respect, courtesy, and kindness. We’re honest, transparent and committed to doing the right thing.

UNCOMMON THINKING

We're never satisfied with the status quo. We seek diverse perspectives and thrive on challenge. We believe there's always a way to build upon our successes.

COMMON RESULTS

We focus on actionable solutions that deliver measurable results. We approach each challenge with a sense of urgency, striving to exceed every expectation.

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