Senior Process Associate - Customer Service

Infosys•Des Moines, IA

24d•Onsite

About The Position

Senior Process Associate – Customer Service – 2A Infosys McCamish Domain: Life Insurance and Annuities Skill: Customer Service This position is responsible for providing exceptional customer service while maximizing productivity within our call center in such a manner that supports the mission, values and standards of the Company and focused on client satisfaction.

Requirements

High School Diploma or GED Equivalent
At least 1 year of experience relating to the job description

Nice To Haves

Intermediate level of experience with Microsoft Outlook, Excel, and Word
Proven track record and experience working in a fast-paced team environment with ability to meet high productivity levels and tight deadlines for service delivery
Excellent service orientation and work ethic
Must be committed to protecting client and producer confidential information
Must be able to work independently with minimal direction
Excellent interpersonal skills, internal and client facing
Strong analytical, organization and communication skills (written and verbal)

Responsibilities

Manage large amounts of inbound calls in a timely manner
Identify customers’ needs, clarify information, research every issue, and provide solutions
Provides excellent customer service by responding to email and phone requests
Escalates needed issues to designated level to ensure service results in customer satisfaction
Executes transaction processing to meet timeliness and quality standards
Works with team to meet service and quality standards
Build sustainable relationships and engage customers by processing the extra mile
Completes internal and external training for new or revised processes as needed
Keep records of all conversations in our call center database in a comprehensible way
Assists with additional agent issues as needed
Flexibility with new processes as necessary due to business needs