Customer Service Representative - Loyalty Services

Job Summary

Often the first point of contact for customers the Loyalty Services Representative is responsible for addressing customer service concerns inquiries and activities. The Loyalty Services Representative is responsible for retention and selling the value of our products and services. As a Loyalty Services Representative he / she is responsible for creating a positive customer experience through professionalism amicability and knowledge of our products and systems.

Responsibilities

Supporting policyholders with insurance product information

Work with customers via inbound and outbound calls to assist those that wish to cancel their existing insurance coverage reviewing products benefits and / or solving service and Claims issues

Assist clients by matching our products with the needs to the client

Assist in the collection of current and past due premiums

Provide detailed information about policies statuses

Assist with basic technical troubleshooting for website / app related issues

Consistently meets or exceeds expectations for departmental standards related to quality average handle time auxiliary time after call work and other KPIs.

Exhibits and practices the Organizations Common Purposes and Shared Traits. Understands organizational objectives supports process improvements and provides feedback to leadership.

Willingness to perform other duties as assigned.

Expected to be able work various shifts within 8 : 30 a.m. 7 : 00 p.m. EDT timeframe. MondayFriday. Hybrid Work Schedule 3 days in office 2 days remote

Represents the compnay tenants : Personal Connection Empathy ProblemSolving and Ownership

Competencies

Problem Solving : Takes an organized and logical approach to thinking through problems and complex issues. Simplifies complexity by breaking down issues into manageable parts. Looks beyond the obvious to get at root causes. Develops insight into problems issues and situation.

Continuous Learning : Demonstrates a desire and capacity to expand expertise develop new skills and grow professionally. Seeks and takes ownership of opportunities to learn acquire new knowledge and deepen technical expertise. Takes advantage of formal and informal developmental opportunities. Takes on challenging work assignments that lead to professional growth

Initiative : Willingly does more than is required or expected in the job. Meets objectives on time with minimal supervision. Eager and willing to go the extra mile in terms of time and effort. Is selfmotivated and seizes opportunities to make a difference.

Adaptability : Ability to redirect personal efforts in response to changing circumstances. Is receptive to new ideas and new ways of doing things. Effectively prioritizes according to competing demands and shifting objectives. Can navigate through uncertainty and knows when to change course

Results Orientation : Effectively executes on plans drives for results and takes accountability for outcomes. Perseveres and does not give up easily in challenging situations. Recognizes and capitalizes on opportunities. Takes full accountability for achieving (or failing to achieve) desired results

Qualifications for Internal Candidates

Skills

Previous experience working as a customer service representative

Friendly and professional demeanor.

Excellent communication and interpersonal skills

Critical thinking and

Basic computer skills and knowledge of database software.

Demonstrated attention to detail organizational skills and time management skills.

Ability to work a flexible schedule to meet the needs of the business and performance requirements

Ability to remain calm in stressful situations.

Ability to explain detailed policy concepts in a simple way

1 years of experience

Bilingual skills (verbal written read) in English / Spanish

Education and Experience

12 years experience of customer service

12 years contact center experience

Previous experience with retention efforts to retain customers preferred

Previous phone sales experience is a plus

High School required; bachelors degree preferred