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Associate Customer Contact and Ops Spec I

Employer
Assurant
Location
Addison, Texas
Salary
Not Specified
Closing date
Oct 16, 2019

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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 VPS 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 VPS 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 AGA VPS 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%

Participates 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


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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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