MS Call Center Associate

Proctor Financial, Inc.•Daytona Beach, FL

27d

About The Position

The Call Center Associate handles incoming phone calls, uses company policies to resolve customer concerns, and directs calls to the managerial team when necessary. As a frequent first point of contact, the associate makes quick and accurate decisions and focuses on resolving inquiries during the first call. The role supports insured individuals, agents, and other internal and external customers, while working in compliance with applicable state regulations. It also includes providing training and backup support to teammates and guidance to staff as required. Proctor Loan Protector provides insurance products and service solutions for financial institutions. The company describes its workplace as diverse, growth-oriented, collaborative, and rewarding, with opportunities for career development. The position is non-exempt and reports to the Call Center Manager. The company does not sponsor work visas or STEM programs.

Requirements

High school diploma or GED.
Proficiency with MS Office.
Exceptional telephone demeanor.
Ability to maintain a high level of confidentiality.
Quality scores of 95% or higher.
Ability to perform the essential duties satisfactorily; reasonable accommodations may be made for qualified individuals with disabilities.
Ability to use a keyboard, mouse, and telephone for 7–8 hours per day, communicate in person and by telephone for 7–8 hours per day, use a computer monitor, and sit at a desk for 7–8 hours per day.

Nice To Haves

Excellent interpersonal communication skills.

Responsibilities

Administer and resolve customer inquiries.
Respond to incoming customer telephone queries in a timely and professional manner.
Provide first-call resolution.
Handle questions and complaints in compliance with state regulations where applicable.
Provide excellent customer service to insured individuals, agents, and other internal and external customers.
Provide continuous training and backup support to teammates.
Provide training and guidance to organizational staff as required.
Use organization, multitasking, problem-solving, analytical, planning, communication, quality-control, adaptability, and safety skills to perform the role.