Digital Communication Consultant

Western & Southern Financial Group•Fremont, MI

2d•Onsite

About The Position

Responsible for managing and analyzing the performance of media campaigns and digital presence through monitoring, responding, escalating, and trending within both social media, email, and all other digital channels. Directly influences and impacts customer perception of brand based on prompt response, providing quality control feedback, appropriate escalations, and mitigation actions to managing comments and content.

Requirements

High School Diploma Or GED.
Life Accident and Health Insurance License-required prior to hire.
Experience in customer service problem solving including demonstrating the ability to use clear communication, positive language, and tactics to ensure customer satisfaction.
Insurance industry experience and knowledge.
2-3 years customer service experience.
Demonstrated proficiency to correspond professionally and efficiently, with accurate business English, through multiple channels of verbal and written communications.
Excellent judgement to know when to escalate issues.
Research and analytical ability to facilitate problem solving.
Solid to advanced experience with Microsoft Suite (Excel, Teams, Word) and customer database platform.
Excellent organization, prioritization and multi-tasking skills.
Ability to train, mentor and coach others.
Proven attention to detail.
Strong knowledge of and commitment to the adherence of compliance and regulatory requirements.
Solid to advanced PC data entry and word processing software skills.
Successful navigation of multiple systems simultaneously with speed and efficiency.
Exhibited positive, empathetic, and professional attitude toward customers, company and co-workers.
Strong ability to recognize, react and take appropriate actions using solid decision skills to recognize escalating situations impacting brand and public sentiment affecting perception of brand.
Proven success working collaboratively within a team environment.
Proven ability to use sound judgement while remaining calm and focused on problem-resolution.
Demonstrated ability to use clear, concise communication via positive language, to facilitate customer satisfaction and de-escalation.
Exhibited strong knowledge of company products, services, and processes.

Nice To Haves

Experience in call center considered a plus.
Experience utilizing business social media platforms.
Experience utilizing business email platforms.
Knowledge of social media platforms considered a plus.
LOMA designations or equivalent considered a plus.

Responsibilities

Multi-task and exhibit proficiency with good business decisions in canned and free text responses within internal and external customer interactions.
Monitor, engage, and respond appropriately to inquiries received through social media platforms, customer emails, relevant forums, and all other digital communications.
Initiate appropriate notification process for escalations, scripting issues or inaccuracies and pro actively identify and communicate sensitive consumer interactions that may require additional monitoring for potential viral impact to the business.
Proactively monitor customer experience within all digital channels and recommend appropriate actions to address any gaps.
Work proactively, with urgency, to identify, investigate, and escalate as needed, communications which have potential for negative impact to our brand sentiment.
Track and analyze digital trends by utilizing social media management tools and other specialized software and provide timely summary of findings to Contact Center leadership and marketing.
Successfully influence, guide and coach others to performance.
Onboard, train, and mentor new associates as it relates to digital job functions.
Ensure all inquiries via social media, email, and all other digital channels have received a response as appropriate and monitor the quality of the company's responses.
Effectively communicate and interact with multiple departments, associates, and levels of management.
Performs other duties as assigned.
Complies with all policies and standards.