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Customer Service Representative

2 months 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 woven throughout our applications and technologies, allowing us to function as an integral partner to our clients, where innovation meets collaboration.

Company Culture:
At Proctor Loan Protector, we prioritize a workplace that embraces diversity and fosters personal development. As we grow, we provide various career paths and opportunities, ensuring that all team members feel appreciated and thrive in a vibrant and rewarding environment.

Role Overview:
The Call Center Associate plays a crucial role in managing incoming calls, applying company policies to address customer inquiries, and escalating issues to management when necessary. This position serves as the initial point of contact for customers, requiring prompt and precise decision-making with a focus on resolving issues during the first interaction.

Key Responsibilities:

  • Address and resolve customer inquiries efficiently.
  • Respond to incoming calls in a timely and professional manner.
  • Exhibit strong organizational skills while working both independently and as part of a team.
  • Manage multiple software applications simultaneously.
  • Ensure first-call resolution for customer issues.
  • Utilize problem-solving skills to address customer concerns.
  • Handle inquiries and complaints in accordance with applicable regulations.
  • Deliver exceptional customer service to meet the needs of all stakeholders.
  • Provide ongoing training and support to colleagues.
  • Assist in training new staff as required.
Essential Competencies:
  • Customer Focus: Strive to exceed customer expectations and effectively gather information to resolve queries.
  • Problem Solving: Ability to understand and address complex issues while applying new skills on the job.
  • Planning and Organization: Prioritize tasks and manage time effectively.
  • Interpersonal Skills: Maintain confidentiality and openness to new ideas.
  • Communication Skills: Clearly articulate ideas in both verbal and written formats.
  • Quality Control: Ensure accuracy and thoroughness in all tasks.
  • Adaptability: Adjust to changing work environments and manage competing demands.
  • Safety Awareness: Follow safety protocols and use equipment responsibly.
Qualifications:
To succeed in this role, candidates must demonstrate the ability to fulfill essential duties effectively. Reasonable accommodations may be provided for qualified individuals with disabilities.

Required:
  • High school diploma or GED.
  • Proficiency in MS Office applications.
  • Strong telephone etiquette.
  • Ability to maintain confidentiality.
  • Achieve quality scores of 95% or higher.
Preferred:
  • Excellent communication and interpersonal skills.
Physical Requirements:
  • Repetitive motion and manual dexterity for keyboard and telephone use.
  • Ability to communicate effectively in person and over the phone.
  • Visual acuity for computer monitor use.
  • Capability to sit at a desk for extended periods.
  • Minimal exposure to adverse environmental conditions.
Compensation:
Compensation for this position considers various factors, including skills, experience, and work location, ensuring competitive pay with opportunities for growth within the organization.

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.