Customer Experience Analyst, Compliance ( Hybrid - Vincennes, IN)

ReSource Pro•Vincennes, IN

1d•$20 - $21•Hybrid

About The Position

ReSource Pro Compliance is looking for an organized, team-oriented Customer Experience Analyst, Compliance to join their customer service team. This role provides front-line customer service support to ReSource Pro Compliance customers by processing tasks related to insurance regulatory compliance and responding to customer requests over the phone and email. This role may work on tasks related to client service, intake and/or sales support. This role is also responsible for training and mentoring more junior team members. ReSource Pro is committed to hiring individuals who engage in their amazing culture and embrace their Core Values: Commitment to Community, Teamwork, Passion for Excellence, Service-Centric, and Best Self.

Requirements

High School diploma or equivalent
2-4 years customer service experience
MS Office - Word, Outlook, Access, and strong Excel skills
Customer-centric mindset, enjoy providing a service and solving customer problems
Strong written and verbal communication skills, able to convey information to clients and effectively deescalate customer frustrations.
Team player mentality and commitment to supporting other team members.
Process-focused and detail oriented, committed to accurate documentation.
Technological proficiency – able to learn, utilize, and navigate a variety of external and internal systems.

Nice To Haves

Prior insurance industry experience preferred

Responsibilities

Receive and handle customer inquiries via inbound/outbound phone calls, email, and/or chat.
Answer questions professionally and assist customers by completing a task or process for them; Provides exceptional customer service to customers.
Independently lead conference calls and meetings with customers.
De-escalate frustrated customer situations and finds solutions to provide an exceptional customer experience.
Follow established processes and procedures to complete routine and mid-level complexity regulatory compliance and/or client intake tasks in a timely manner on behalf of the client. This may include gathering and verifying client information, inputting information into a variety of Compliance and/or State web-based systems and forms and completed related reports.
Accomplish work in accordance with established procedures (call/email handle times, etc.) and track work and activities in established databases.
Independently resolve low- and mid-level complexity problems escalated by Associates.
Escalate complex problems to senior team member or supervisor and takes initiative to find solutions.
Assist with training for new team members, and act as a resource to junior team members through ongoing mentorship and assistance.
Collaborate with co-workers and supervisors to meet client needs and contribute to achievement of internal team goals.
Look for opportunities to improve processes to better support client and build knowledge and expertise in insurance regulatory compliance.