Call Center Rep - Initial Action Team Specialist
The Initial Action Team Specialist will provide service and information to customers regarding company products, including explaining policy features and benefits, providing policy-specific information, requests regarding claims and processing transactions. This position may also support campaigns to increase revenue, generate sales and conserve existing assets. Responsibilities include: Provide service to customers who possess a policy through the company by responding to requests via telephone regarding insurance and other financial service products and benefit plans Research and respond to requests and discuss options regarding various aspects of the policy; for example, status of claims, policy provisions, values, basic procedures, etc. Process transactions and fund transfers and refer requests for other policy modifications to appropriate areas for processing Efficiently access multiple electronic systems and LAN/PC to provide complete response Work at all times to enhance and strengthen the relationship between the customer and company Support special campaigns as needed, or if solicited by the customer Workers are expected to perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal and quality service skills. Specific Requirements (required unless noted otherwise): Demonstrated ability to learn quickly and willingness to obtain functional knowledge and understanding of company products as well as administrative, claims, underwriting and marketing organizations Excellent oral & written communication skills Superior telephone etiquette Excellent listening skills and ability to articulate ideas Ability to understand and respond clearly to customers in a dynamic, fast-paced environment while promoting a quality image of the company Demonstrated ability to work in a team environment to improve the delivery of service to internal and external customers Strong organizational skills Strong ability to multi-task Demonstrated ability to manage stress Basic computer skills Ability to 'think out of the box' to generate innovative process improvements Strong solid math and analytical skills Ability to work various shifts within hours of operation Flexibility is a must, as your shift can/will change to meet business needs and additional hours may be expected if a business need requires it Previous Call Center experience is preferred Basic computer skills: 30 wpm, general knowledge of MS Office, and customer service experience Experienced call center representatives with good customer service skills The shift work can ran range between 6 to 8 hours. Also, the hours of the shift will be 12:00 p.m. to 8:00 p.m. (primarily) and 7:00 a.m. to 3:00 p.m. (secondarily).
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