Job description

Senior Process Associate – Customer Service – 2A

Infosys McCamish
Domain: Life Insurance and Annuities
Skill: Customer Service

This position is responsible for providing exceptional customer service while maximizing productivity within our call center in such a manner that supports the mission, values and standards of the Company and focused on client satisfaction.

Job Responsibilities:

• Manage large amounts of inbound calls in a timely manner
• Identify customers’ needs, clarify information, research every issue, and provide solutions
• Provides excellent customer service by responding to email and phone requests
• Escalates needed issues to designated level to ensure service results in customer satisfaction
• Executes transaction processing to meet timeliness and quality standards
• Works with team to meet service and quality standards
• Build sustainable relationships and engage customers by processing the extra mile
• Completes internal and external training for new or revised processes as needed
• Keep records of all conversations in our call center database in a comprehensible way
• Assists with additional agent issues as needed
• Flexibility with new processes as necessary due to business needs

• High School Diploma or GED Equivalent

• At least 1 year of experience relating to the job description

• Intermediate level of experience with Microsoft Outlook, Excel, and Word
• Proven track record and experience working in a fast-paced team environment with ability to meet high productivity levels and tight deadlines for service delivery
• Excellent service orientation and work ethic
• Must be committed to protecting client and producer confidential information
• Must be able to work independently with minimal direction
• Excellent interpersonal skills, internal and client facing
• Strong analytical, organization and communication skills (written and verbal)