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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 integrated into all our applications and technologies, functioning as a seamless extension of our clients, where collaboration meets innovation.

Workplace Culture:
At Proctor Loan Protector, we prioritize a diverse and growth-oriented workplace. As we expand, we offer various career paths and opportunities, ensuring that all team members feel appreciated and thrive in a dynamic and enjoyable work environment.

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

Key Responsibilities:

  • Address and resolve all customer inquiries.
  • Respond to incoming calls from customers in a timely and professional manner.
  • Exhibit excellent organizational skills, working effectively both independently and as part of a team.
  • Multi-task across various software applications.
  • Achieve first call resolution.
  • 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 insured parties, agents, and other stakeholders.
  • Demonstrate strong analytical skills.
  • Provide ongoing training and support to colleagues.
Required Competencies:
  • Customer Focus: Strive to exceed customer expectations by effectively gathering information to resolve queries.
  • Problem Solving: Ability to navigate complex information and apply new skills readily.
  • Planning and Organization: Prioritize tasks and manage time efficiently.
  • Interpersonal Skills: Maintain confidentiality and openness to new ideas.
  • Communication Skills: Articulate clearly 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: Adhere to safety protocols and utilize equipment responsibly.
Qualifications:
To excel in this role, candidates must meet the following requirements:
  • High school diploma or GED.
  • Proficiency in MS Office.
  • Exceptional telephone etiquette.
  • Ability to maintain confidentiality.
  • Achieve quality scores of 95% or higher.
Preferred Qualifications:
  • Strong interpersonal communication skills.
Physical Requirements:
  • Frequent repetitive motion and manual dexterity for keyboard and telephone use.
  • Effective speech and hearing for communication.
  • Visual acuity for computer monitor use.
  • Ability to remain seated for extended periods.
  • Minimal exposure to adverse environmental conditions.
Compensation:
Compensation is based on a variety of factors, including skills, experience, and location, 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.