Partnership Success Coordinator

4 days ago

Woburn MA United States SBLI Full time

SBLI’s Partnership Enablement team is seeking a Contact Center professional to provide timely, accurate, and courteous responses to a high volume of phone, chat, and email inquiries from our agents and partners. The ideal candidate will be an action-oriented, flexible problem solver who will assist customers in resolving all inquiries or needs.


Responsibilities include:

  • Using fact finding, active listening, and critical thinking skills to quickly and accurately determine how best to handle a customer call, delivering first call resolution with minimal customer effort
  • Documenting all calls clearly and concisely in addition to completing all post-call work
  • Generating correspondence and handling non-phone work with strong data entry skills
  • Preventing escalations by tackling issues quickly through proactive conflict resolution and preventing similar issues from recurring
  • Consistently going above and beyond to exceed customer expectation and enhancing the overall client experience
  • Meeting or exceeding contact center volume metrics
  • Effectively utilizes tools and support provided, to determine appropriate direction and steps required to gain customer satisfaction while balancing both the company’s needs and those of the customer
  • Actively contributing to positive morale and teamwork, demonstrating good communication skills while staying informed of procedures
  • Continuously learning to support company growth and industry alignment
  • Being curious and sharing innovative ideas on how to improve process & operations
  • Supporting other duties or tasks as assigned by the manager


Qualifications:

  • High school Diploma or equivalent
  • 2+ years customer service experience preferred
  • Life Insurance/Annuity experience preferred
  • Life Insurance Licensing and Commission knowledge preferred, but not required
  • Ability to navigate through multiple platforms while maintaining professional client interaction
  • Positive energy, optimistic outlook
  • Ability to make positive impressions over the phone and build rapport
  • High integrity, reliable, and team oriented
  • Maintains confidentiality of information
  • Demonstrated accuracy with the ability to meet or exceed quality standards
  • Ability to make sound decisions within established policies
  • Strong verbal and written communication skills (over the phone and in person)
  • Proficient with computer applications such as MS Office, email,
  • A desire for continuous learning and dedication to studying and applying new concepts, learning quickly and retaining information
  • Bilingual a plus


Hours:

  • The daily shift for this role is Monday-Friday, 8:00am-4pm EST. May change based on business needs.
  • Hybrid work model requiring 3 days in office and up to two days remote weekly

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