Assurant Customer Contact and Ops Spec I in Addison, Texas

This position is responsible for front line, direct contact with clients and customers while providing overall excellent customer service and problem resolution in the 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 VPS Contact Center – 90% 1. 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

  1. Executes effective processes to manage data entry and data integrity for all customer/client transactions such as enrollments, cancellations, registration, payments and claims

  2. 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

  3. Ensures that all customer/client requests are responded to in a timely manner, and meaningful solutions are proposed and implemented

  4. Adheres to standards for effective job performance and development

  5. Gains and maintains in-depth understanding of VPS products, clients, systems and applications

  6. Ensures compliance with ISO, SOX, PCI and other applicable internal and external audits and/or contractual obligations

Process improvements and personal development – 10% 1. Partakes in, and adheres to, training programs and quality assessment standards for effectiveness in supporting departmental goals and objectives

  1. Actively participates in the development of personal performance management plans

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

Job: *Customer Service

Title: Customer Contact and Ops Spec I

Location: TX-Addison

Requisition ID: 52220