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AssuranceAmerica · 1 month ago

Customer Experience Representative

McAllen

Full-time

Onsite

Entry Level

1+ years exp

AssuranceAmerica is a company that has provided superior property and casualty insurance products for over 25 years. The Customer Experience Representative will manage inbound calls related to underwriting and billing issues, providing positive, solution-focused experiences for customers while maintaining a professional phone presence.

Financial ServicesInsurance

Responsibilities

Serve as a problem-solver on the front lines, responding to inbound customer calls with a focus on identifying root cause of issues, analyzing unique situations, and delivering accurate, personalized solutions that align with company standards and customer needs

Apply sound judgement and critical thinking when assisting with underwriting activities, ensuring timely and appropriate handling of exceptions or nuanced policy scenarios

Navigate and leverage the policy management system efficiently, using its tools to troubleshoot issues, improve processing accuracy, and identify trends or recurring challenges

Collaborate across the team with a solutions-oriented mindset, contributing to team discussions and best practices that enhance customer outcomes and operational effectiveness

Prioritize and organize daily tasks with attention to detail and time management, ensuring timely and thorough resolution of customer inquiries and back-end responsibilities

Consistently meet or exceed departmental KPIs and performance metrics by balancing efficiency with high-quality customer engagement

Demonstrate initiative and a growth mindset, actively seeking opportunities to broaden knowledge across departments and contribute to process improvements – positioning yourself for future advancement into roles in underwriting, sales, claims, or operations

Qualification

Problem resolutionCustomer engagementCritical thinkingPC skillsBilingual (English-Spanish)Team collaborationTime managementInitiative

Required

Bachelor's degree OR 1-2 years of experience in a role requiring critical thinking, problem resolution, and direct interaction with clients or stakeholders

Creative problem-solving abilities, with the capacity to collaborate across departments and consider diverse perspectives in decision-making

Excellent PC skills