Customer Experience - Escalation Resource Center Specialist - Remote

Overview

As an Escalation Specialist in our Resource Center, you will be responsible for providing basic transactional support to callers, including answering policy questions, updating personal information, and transferring callers to SME representatives for complex matters.

In Short

• Engage with customers over the phone and process requests efficiently.
• Utilize product knowledge to answer policy questions and update information.
• Ensure compliance with industry regulations and standards.
• Participate in team initiatives to enhance customer experience.
• Identify systemic issues impacting customer experience and escalate as needed.
• Demonstrate strong customer focus and problem-solving skills.
• Maintain attention to detail and accuracy in all tasks.
• Work in a positive virtual environment with flexibility in shifts.
• Must have a quiet workspace and reliable internet connection.
• Minimum 2 years of customer service experience required.

Requirements

• High school diploma or equivalent required.
• Experience in financial services or insurance preferred.
• Proficiency in Windows PC and Microsoft Office.
• Ability to multitask while on the phone.
• Excellent verbal and written communication skills.

Benefits

• Opportunity to work remotely.
• Flexible shifts within contact center hours.
• Engagement in a supportive team environment.
• Continuous improvement and training opportunities.