Customer Service Representative

1 week ago

Daytona Beach, Florida, United States Proctor Loan Protector Full time

Company Overview:
Proctor Loan Protector specializes in delivering extensive insurance solutions and service offerings tailored for financial institutions. Our commitment to compliance is integrated into all our applications and technologies, allowing us to function as a seamless extension of our clients, where collaboration meets innovation.

Workplace Culture:
At Proctor Loan Protector, we are dedicated to cultivating a work environment that embraces diversity and encourages personal development. As we expand, we provide numerous career paths and opportunities, ensuring that all team members feel appreciated and thrive in a dynamic and rewarding atmosphere.

Role Overview:
The Customer Service Representative plays a crucial role in managing incoming calls, employing company policies to address customer issues, and escalating calls to management when necessary. This position often serves as the initial point of contact for customer inquiries, necessitating prompt and precise decision-making with a focus on resolving issues on the first call.

Key Responsibilities:

  • Address and resolve all customer inquiries efficiently.
  • Respond to incoming telephone queries from customers in a timely and professional manner.
  • Exhibit excellent organizational skills, working effectively both independently and as part of a team.
  • Manage multiple software applications simultaneously.
  • Achieve first call resolution for customer issues.
  • Utilize problem-solving skills to address and resolve customer concerns.
  • Ensure compliance with state regulations when handling questions and complaints.
  • Deliver exceptional customer service to meet the needs of insured parties, agents, and other stakeholders.
  • Demonstrate strong analytical skills.
  • Provide ongoing training and support to colleagues.
  • Facilitate training and guidance for staff as required.
Required Competencies:
  • Customer Focus: Strive to exceed customer expectations and effectively gather information to resolve inquiries.
  • Problem Solving: Ability to analyze and understand complex information, readily learning and applying new skills.
  • Planning and Organizing: Prioritize and plan work activities efficiently.
  • Interpersonal Skills: Maintain confidentiality and remain open to new ideas.
  • Oral Communication: Speak clearly and persuasively in various situations.
  • Written Communication: Edit work for accuracy and present data effectively.
  • Quality Control: Ensure accuracy and thoroughness in work.
  • Adaptability: Adjust to changes in the work environment and manage competing demands.
  • Safety and Security: Adhere to safety procedures and use equipment properly.
Qualifications:
To succeed in this role, candidates must fulfill each essential duty satisfactorily. Reasonable accommodations may be made for qualified individuals with disabilities.

Essential Requirements:
  • High school diploma or GED.
  • Proficiency in MS Office.
  • Exceptional telephone etiquette.
  • Ability to maintain confidentiality.
  • Quality Scores of 95% or higher.
Preferred Qualifications:
  • Strong interpersonal communication skills.
Physical Requirements:
  • Repetitive motion and manual dexterity sufficient for keyboard, mouse, and telephone use for 7-8 hours daily.
  • Speech and hearing capabilities for in-person and telephone communication for 7-8 hours daily.
  • Vision sufficient for computer monitor use.
  • Sedentary position requiring the ability to sit at a desk for 7-8 hours daily.
  • Minimal exposure to adverse environmental conditions.
Compensation:
The posted pay range reflects a broad spectrum of compensation factors, including skills, experience, and work location. We offer competitive pay with opportunities for growth within the position and the company.

EEO Statement:
Proctor Loan Protector is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, national origin, gender identification, sexual orientation, disability, protected veteran status, or any other classification protected under law. We take pride in the diversity of our team and seek diversity in our applicants.

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