FLSA Status: Non-Exempt
Department: Call Center
Reports to: Call Center Manager
Location: Proctor – 166
- Fun work environment with a variety of work
- Being part of a team
- Career growth
- Ability to highlight your skills
- Feel valued
- Great benefits, pay and culture
- Administer and resolve all customers’ inquiries
- Provide response to all incoming telephone queries received from customers in timely and professional manner
- Excellent organization skills with the ability to work as a team and independently
- Ability to multi-task between various software programs
- Provide first call resolution
- Problem solving and problem resolutions skills
- Handle questions and complaints in compliance with state regulations where applicable
- Provide excellent customer service to meet the needs of the insured, agent and all other internal and external customers
- Solid analytical skills
- Provide continuous training and back up support to teammates.
- Provide training and guidance to staff of organization as required.
- Customer/Client Focus – the tendency to strive to exceed customer expectations. Effectively elicit first-hand customer information and use it to resolve their queries.
- Problem Solving – the ability to solve problems and understand complex and unfamiliar information. Readily learn and apply new information and skills on the job.
- Planning/organizing—the individual prioritizes and plans work activities and uses time efficiently.
- Interpersonal skills—the individual maintains confidentiality, remains open to others' ideas and exhibits willingness to try new things.
- Oral communication—the individual speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills.
- Written communication—the individual edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information.
- Quality control—the individual demonstrates accuracy and thoroughness and monitors own work to ensure standards are achieved.
- Adaptability—the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
- Safety and security—the individual observes safety and security procedures and uses equipment and materials properly.
- High school diploma/GED
- Proficient with MS Office
- Exceptional telephone demeanor
- Ability to maintain a high level of confidentiality
- Quality Scores of 95% or higher
- Excellent interpersonal communication skills
- Repetitive motion. Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse and telephone 7-8 hours per day.
- Speech and hearing sufficient for in-person and telephone communication 7-8 hours per day.
- Vision sufficient for use of a computer monitor.
- Sedentary position. Ability to sit at a desk 7-8 hours per day.
- Worker not substantially exposed to adverse environmental conditions
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 or sexual orientation, disability, protected veteran status or any other classification protected under law.