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Associate Customer Contact & Ops Specialist

Employer
Assurant
Location
Addison, Texas
Salary
Not Specified
Closing date
Oct 10, 2019

View more

Category
Customer Service
Job Type
Not Specified
Career Level
Not Specified

Job Details

This position is responsible for front line, direct contact with clients and customers while providing overall excellent customer service and problem resolution in the AGA Contact Center. The Specialist duties may include processing file loads and/or data entry while maintaining data integrity for all incoming transactions such as enrollments, client contracts, cancellations, transfers, registration, payments and claims. Contact with clients and customers may include inbound/outbound communication via phone, email, fax, mail or chat. This position reports to the Customer Contact and Operations Support Supervisor of the center and receives varying levels of supervision depending on level within the Customer Contact and Operations Support Specialist Job Family (I-IV).

Provide overall excellent customer service and problem resolution in the AGA Contact Center – 90%

Responds to and resolves issues encountered by clients and customers in a timely and positive manner. This involves mostly inbound calls, but may also include outbound calls, email, fax and chat Executes effective processes to manage data entry and data integrity for all customer/client transactions such as enrollments, cancellations, registration, payments and claims Researches coverage verification, missing contracts, and other common issues coming from the contact center, AEs, accounting and other departments, and provides timely resolutions as well as suggestions to reduce those occurrences in the future Ensures that all customer/client requests are responded to in a timely manner, and meaningful solutions are proposed and implemented Adheres to standards for effective job performance and development Gains and maintains in-depth understanding of products, clients, systems and applications Ensures compliance with ISO, SOX, PCI and other applicable internal and external audits and/or contractual obligations

Process improvements and personal development – 10%

Partakes in, and adheres to, training programs and quality assessment standards for effectiveness in supporting departmental goals and objectives Actively participates in the development of personal performance management plans

This job is a Grade 4

Basic Qualifications

  • High school diploma or GED
  • 1 year of experience in an office, call center, or customer contact environment

Other Requirements

  • Excellent written and verbal skills to communicate with team members, management, customers, counselors and other employees of the organization
  • Strong customer service skills
  • Ability to work with frequent interruptions and under deadlines
  • Ability to work collaboratively with others to generate ideas or resolve problems
  • Ability to present a professional image
  • Ability to establish courses of action to ensure efficient completion of work
  • Ability to think creatively and make decisions based on incomplete information
  • Ability to process time sensitive data and information from multiple sources, including data from mainframe systems, makes decisions based on this data, and to effectively communicate the related required actions to a broad audience
  • Ability to quickly adapt to change, proactively recognize process improvement opportunities and be able to work independently as well as in a team setting
  • Proficiency of computer navigation and Microsoft Office 2003 or later versions & Microsoft Windows XP or later versions
  • Bilingual (Spanish/English) preferred, but not required

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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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