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Legal & General · 2 hours ago

Customer Experience Associate I

Frederick, MD

Full-time

Hybrid

Entry Level

$48K/yr - $53K/yr

3+ years exp

Legal & General America is a forward-thinking company committed to delivering exceptional customer service. The Customer Care Associate will handle inquiries, manage escalated issues, and meet departmental goals while providing a positive experience for customers.

Financial Services

Responsibilities

Handle all inbound/outbound phone calls and written communications from internal/external inquiries while maintaining a positive, empathetic and professional delivery

Manage and control internal/external escalated issues, identify when appropriate transfer needed to a Team Lead or Manager

Consistently meet the pre-defined department goals for calls per hour, average handle time, aux time, productivity and quality

Ability to learn and accurately navigate Customer Care applications (ECT, LifePro, Microsoft Word) to respond to customer inquiries and generate correspondence

Review and process tasks within pre-defined productivity and quality standards

Keep accurate policy records of customer interactions, transactions, comments and

Lead the team in identifying Sales Opportunities for Direct to Consumer opportunities

Collaborate with Workforce Planning to ensure capacity plan is maintained in order to meet Service Levels

Qualification

Customer service skillsLife insuranceAnalytical skillsTechnical skillsTyping 50 WPMCommunicationOrganizational skillsWork independentlyEffective decision makingDetail oriented