Customer Care Specialist for Assurant in Lawton, OK
Some responsibilities include:
The Customer Care Specialist is responsible for:
Provide direct contact with clients and customers to service and retain the account.
-Relay accurate and detailed information through inbound and outbound calls from customers that pertain to Hazard Insurance, Mortgage Banking and Property Loss.
-Balance multiple tasks including call handling, loan level review and call documentation within required metrics.
-May provide information and promote the use of additional products and services as needed.
Gather and track information and troubleshoot client/customer inquiries and problems.
-Research/resolve loan level inquires as it relates to inbound/outbound call activity.
-Follow standard policies and procedures for resolving problems and responding to the customer in a timely manner.
-Recognize consistent problem areas and report to higher level for action.
Build and maintain effective internal working relationships and support teamwork in meeting company goals.
-Understand how the Customer Care Specialist role fits into the larger organizational context and ensure the smooth handoff of work (incoming and outgoing).
-Communicate status updates and appropriately escalate issues and opportunities to meet the needs of clients and customers.
-Participate in special projects, assume new responsibilities, and adjust priorities as requested.
The Senior Customer Care Specialistperforms the duties of the Customer Care Specialist role, as well as the following:
Handling the more complex and escalated client and customer calls and situations.
-They typically work with multiple clients and functional areas due to their expanded knowledge and skill set.
-The Senior Customer Care Specialist also acts as a mentor to the Customer Care Specialists.
– Participate in special projects, assume new responsibilities, and adjust priorities as requested.
Assist with facilitation and training of new hires and associate cross-training initiatives.
– Act as a mentor to Customer Care Specialist.
– Act as a subject matter expert on customer care procedures.
Note: Overtime and/or Saturday hours may be required.- Schedules may change based off business need
Basic Qualifications Required – Experience, Skills, and Knowledge
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