Senior Customer Experience Representative
2 months ago
The Senior Customer Experience Representative will provide guidance, training, and support to ensure the delivery of outstanding service to insureds, agents, mortgage companies, and any external/internal customers. This role involves managing complex inquiries, resolving escalated issues, and collaborating with internal teams to optimize processes and procedures.
DUTIES & RESPONSIBLITIES
- Act as a subject matter expert in insurance processes, providing guidance and support to team members and assisting with escalated inquiries or issues.
- Collaborate with management to develop strategies for enhancing operational efficiency and customer satisfaction.
- Provide advanced technical assistance to agents, insureds and other customers, troubleshooting system-related issues, and offering solutions to optimize their experience.
- Develop and deliver training programs and workshops to educate internal employees as well as insureds and agents on new policies, procedures, and software systems.
- Review and assess guidelines, procedures, and workflows, recommending updates or enhancements to improve accuracy, consistency, and effectiveness.
- Mentor and coach team members, providing guidance, feedback, and support to facilitate their professional development and growth within the organization.
- Maintain up-to-date knowledge of industry trends, best practices, and regulatory changes, and proactively share insights and recommendations with management.
- Performs other duties or special projects as required or assigned.
SUPERVISION RECEIVED
Moderate supervision is received from the Customer Experience Manager
QUALIFICATIONS
- Minimum of 5+ years of experience in accounting, underwriting, or insurance-related customer service roles.
- Knowledge of insurance policies, procedures, and regulations.
- Ability to provide training, mentorship and guidance to team members.
- Strong problem-solving skills and analytical mindset, capable of identifying trends and recommending solutions to enhance operational efficiency.
- Exceptional customer service and interpersonal skills.
- Strong communication skills, both verbal and written.
- Proficient with system applications required to perform the job, including Microsoft Outlook, Word and Excel.
PHYSICAL DEMANDS/WORKING CONDITIONS
- Hybrid work (50% in the office and 50% remote) is typically available with scheduling outlined by manager
- Predominantly sedentary office position in a professional setting with high frequency of keyboarding/computer work and phone use.
- The physical demands are minimal and typical of similar jobs in comparable organizations.
- The work environment is representative and typical of similar jobs in comparable organizations.
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