Contact Center Representative II (Hybrid: Waverly, IA)

TruStage•Iowa - Remote, IA

5d•$46,800 - $63,300•Hybrid

About The Position

The Contact Center Representative is a key front-line role responsible for representing the organization to our customers, credit unions, and other stakeholders. This position involves managing a high volume of inbound calls in a fast-paced, high-pressure environment. The representative educates customers on policy provisions, interprets both financial and non-financial information, and investigates the status of transactions or changes to their policies or certificates. In addition to assisting with inquiries, this role is responsible for addressing questions, resolving issues, and facilitating changes to policies as needed. The representative will also generate leads for sales representatives in a timely and customer-focused manner. As part of a collaborative team, this individual will also manage calls from peers via the Help Line and called upon to provide one-on-one or small group training and coaching to colleagues.

Requirements

High school diploma or equivalent work experience required.
Exceptional customer service abilities, with a proven history of building positive rapport and resolving issues to ensure customer satisfaction.
Excellent verbal and written communication skills, with strong active listening abilities to fully understand customer needs and provide clear, accurate responses.
Strong critical thinking and problem-solving abilities, with the capacity to analyze customer issues and determine the most effective course of action.
Proven ability navigating multiple systems, platforms, and applications with ease and efficiency. Comfort with learning new software and technology quickly.
Willingness and ability to quickly learn company-specific tools, software, and processes. Must attend required training and apply knowledge to daily tasks.
Demonstrated ability to manage multiple tasks simultaneously while consistently delivering quality service and to detail.
Ability to adapt to changes in processes, tools, and customer expectations in a dynamic, ever-evolving environment.
A resume is required to apply.

Responsibilities

Manage Incoming Customer Calls: Diagnose and resolve customer issues by taking appropriate actions in a timely and professional manner. Ensure customers’ concerns are managed and provide clear instructions when necessary.
Demonstrate Empathy and Professionalism: Approach each customer interaction with patience, empathy, and professionalism to build strong, positive customer relationships.
Maintain Customer Records: Accurately document all customer interactions, ensuring detailed records for compliance, future reference, and consistent service quality.
Achieve Key Performance Metrics: Consistently meet or exceed established performance targets for Efficiency, Quality, Attendance, Adherence and Cross Sales.