Customer Engagement Coordinator

2 weeks ago

Woburn, Massachusetts, United States SBLI Full time

SBLI is on the lookout for a dedicated professional to join our Customer Success team as a Contact Center representative. This role involves delivering prompt, precise, and friendly assistance to a substantial volume of inquiries via phone, chat, and email from our life insurance policyholders and partners. The ideal candidate will be proactive, adaptable, and a skilled problem solver, focused on helping customers address their inquiries effectively. It is essential that all work adheres to relevant laws, regulations, and company guidelines.

Key Responsibilities:

  • Employing fact-finding techniques, active listening, and analytical skills to swiftly and accurately assess customer needs, ensuring first-call resolution with minimal effort from the customer.
  • Documenting all interactions clearly and concisely, in addition to completing all necessary follow-up tasks.
  • Generating written correspondence and managing non-phone tasks with proficient data entry capabilities.
  • Mitigating escalations by addressing issues promptly through proactive conflict resolution and preventing recurrence of similar challenges.
  • Striving to exceed customer expectations and enhance the overall client experience consistently.
  • Meeting or surpassing established call center performance metrics.
  • Effectively utilizing available tools and resources to determine the best course of action for achieving customer satisfaction while balancing the needs of the company.
  • Contributing positively to team morale and collaboration, showcasing strong communication skills while remaining informed about operational procedures.
  • Engaging in continuous learning to support the growth of the company and alignment with industry standards.
  • Demonstrating curiosity and sharing innovative ideas for process and operational improvements.
  • Assisting with additional tasks or responsibilities as assigned by management.

Essential Qualifications:

  • High school diploma or equivalent.
  • A minimum of 2 years of experience in customer service is preferred.
  • Experience in Life Insurance or Annuities is advantageous.
  • A positive attitude and an optimistic outlook.
  • Ability to create positive impressions over the phone and establish rapport with customers.
  • High integrity, reliability, and a team-oriented mindset.
  • Commitment to maintaining confidentiality of sensitive information.
  • Proven accuracy with the ability to meet or exceed quality standards.
  • Capacity to make sound decisions within established guidelines.
  • Strong verbal and written communication skills, both over the phone and in person.
  • Proficiency in computer applications such as MS Office, email, and other office procedures.
  • Bilingual skills are a plus.

This position operates on a hybrid work model, allowing for up to two remote workdays per week following the training period.

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