Sr. Contact Center Specialist IV

7 days ago

Bedford, United States Markel Full time

What part will you play? If you're looking for a place where you can make a meaningful difference, you've found it. The work we do at Markel gives people the confidence to move forward and seize opportunities, and you'll find your fit amongst our global community of optimists and problem-solvers. We're always pushing each other to go further because we believe that when we realize our potential, we can help others reach theirs.

Join us and play your part in something special
Ensure all standards of productivity, timeliness, quality, and customer service are consistently achieved or exceeded. Support Call Center Supervisor in the day-to-day operations of the call center when necessary.

Shift: Monday-Friday 12pm-9pm, rotating Saturday every 4-5 weeks

Essential Functions:

  • Assist in taking escalated customer calls and interact with account service staff and management to resolve.
  • Take inbound calls and/or complete insurance verifications as necessary based on volume.
  • Act as mentor to new hire representatives or representatives experiencing difficulty in specific areas of performance.
  • Conduct extensive research for customer issues requiring retrieval of documents or continuous follow-up.
  • Evaluate and process refunds submitted by representatives who have not received access to enter refunds.
  • Assist supervisor with quality evaluations and coaching of employees.
  • Provide reporting to identify frequently asked questions or training needs.
  • Make recommendations to management regarding new ideas or more efficient ways to better influence workflow and procedures.
  • Manage Call Center performance and productivity in the absence of the Supervisor.
  • Complete special projects as assigned by management.
  • Performs at a higher level of proficiency than Contact Center III level reps.
Additional Responsibilities:
  • Conduct follow-up training as necessary
  • Provides Chat Assistance as needed
  • Handles High Priority Account Transactions
  • Provides Recurring Performance Coaching to Assigned Reps
  • Responsible for effectively managing both inbound/outbound queues to ensure timeliness goals are met
  • Pull ad-hoc reports as needed to assist management team
  • Facilitates team meetings in supervisor absence
  • Serve as SME trainer to facilitate training sessions for department
  • Provides Nesting Leadership to group of new hires
Knowledge/Skills/Abilities:
  • Ability to communicate with clients and company employees at all levels both orally and in writing
  • Able to convince others in both positive or negative circumstances; use tact when expressing ideas or opinions; present new ideas to authority figures; adapt presentations to suit a particular audience; respond to objections successfully.
  • Set and/or support challenging and productive team goals; hold team accountable for actions and/or help team leader meet goals; establishes a means to measure progress and success of team and/or consistently meets individual and team deadlines and responsibilities; listen to others and value different opinions; actively contribute to the success of the team; welcome newcomers and promote a team atmosphere.
  • Ability to build relationships with various personalities. Communicating in the right manner, not just by what we say but also the tone we use to convey the message. Have a strong understanding of each personality and tailoring communication to that individual.
  • Ability to not only understand potential issues but also be able to find potential solutions.
  • Ability to work independently without much direction; able to multi-task and prioritize appropriately to ensure deadlines are met.
  • Able to exhibit and/or inspire a can-do approach and motivate self or associates to excel; use healthy competition to encourage others; develop performance standards and confront negative attitudes; solicit performance feedback and handle constructive criticism.
Education/Experience:
  • High School Diploma or equivalent required
  • Some college preferred
  • 3 years of call center experience required
  • 18 months of Collateral Protection Insurance experience required
  • Prior experience in training and/or coaching capacity a plus
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#deib

US Work Authorization
  • US Work Authorization required. Markel does not provide visa sponsorship for this position, now or in the future.
Who we are:

Markel Group (NYSE - MKL) a fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world.

We're all about people | We win together | We strive for better

We enjoy the everyday | We think further

What's in it for you:

In keeping with the values of the Markel Style, we strive to support our employees in living their lives to the fullest at home and at work.
  • We offer competitive benefit programs that help meet our diverse and changing environment as well as support our employees' needs at all stages of life.
  • All full-time employees have the option to select from multiple health, dental and vision insurance plan options and optional life, disability, and AD&D insurance.
  • We also offer a 401(k) with employer match contributions, an Employee Stock Purchase Plan, PTO, corporate holidays and floating holidays, parental leave.
  • Markel offers hybrid working schedules of 3 days in the office and 2 days remote.


Are you ready to play your part?

Choose 'Apply Now' to fill out our short application, so that we can find out more about you.

Caution: Employment scams

Markel is aware of employment-related scams where scammers will impersonate recruiters by sending fake job offers to those actively seeking employment in order to steal personal information. Frequently, the scammer will reach out to individuals who have posted their resume online. These "job offers" include convincing offer letters and frequently ask for confidential personal information. Therefore, for your safety, please note that:
  • All legitimate job postings with Markel will be posted on Markel Careers. No other URL should be trusted for job postings.
  • All legitimate communications with Markel recruiters will come from Markel.com email addresses.


We would also ask that you please report any job employment scams related to Markel to rarecruiting@markel.com.

Markel is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of any protected characteristic. This includes race; color; sex; religion; creed; national origin or place of birth; ancestry; age; disability; affectional or sexual orientation; gender expression or identity; genetic information, sickle cell trait, or atypical hereditary cellular or blood trait; refusal to submit to genetic tests or make genetic test results available; medical condition; citizenship status; pregnancy, childbirth, or related medical conditions; marital status, civil union status, domestic partnership status, familial status, or family responsibilities; military or veteran status, including unfavorable discharge from military service; personal appearance, height, or weight; matriculation or political affiliation; expunged juvenile records; arrest and court records where prohibited by applicable law; status as a victim of domestic or sexual violence; public assistance status; order of protection status; status as a smoker or nonsmoker; membership or activity in local commissions; the use or nonuse of lawful products off employer premises during non-work hours; declining to attend meetings or participate in communications about religious or political matters; or any other classification protected by applicable law.

Should you require any accommodation through the application process, please send an e-mail to the rarecruiting@markel.com.

No agencies please.

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