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Associate Customer Contact and Ops Specialist

As part of the Assurant customer service team, you’ll do more than just answer calls or respond to questions. On behalf of our clients, you’ll work directly with consumers to help them protect what matters most. You’ll be their primary point of contact and their source of information. You’ll listen, solve problems, and patiently find a resolution.

  • Full Time
  • Entry Level
  • Evenings & Weekends

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Success Profile

What makes a successful Customer Service Representative? Look below to see if you found the right fit.

  • Adaptable
  • Communicator
  • Goal-oriented
  • Good Listener
  • Problem-solver
  • Results-driven

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Benefits

Retirement planning, employer matching
Medical, dental, vision, health care FSA, dependent day care FSA, health and wellbeing programs
Paid time off
Tuition reimbursement, professional development, flex time

Associate Customer Contact and Ops Specialist

Apply Requisition Number R-83488

This position is responsible for front line, direct contact with clients and customers while providing overall excellent customer service and problem resolution in the AGA Contact Center. The Specialist duties may include processing file loads and/or data entry while maintaining data integrity for all incoming transactions such as enrollments, client contracts, cancellations, transfers, registration, payments and claims. Contact with clients and customers may include inbound/outbound communication via phone, email, fax, mail or chat. This position reports to the Customer Contact and Operations Support Supervisor of the center and receives varying levels of supervision depending on level within the Customer Contact and Operations Support Specialist Job Family (I-IV).

Provide overall excellent customer service and problem resolution in the AGA Contact Center – 90%

Responds to and resolves issues encountered by clients and customers in a timely and positive manner. This involves mostly inbound calls, but may also include outbound calls, email, fax and chat Executes effective processes to manage data entry and data integrity for all customer/client transactions such as enrollments, cancellations, registration, payments and claims Researches coverage verification, missing contracts, and other common issues coming from the contact center, AEs, accounting and other departments, and provides timely resolutions as well as suggestions to reduce those occurrences in the future Ensures that all customer/client requests are responded to in a timely manner, and meaningful solutions are proposed and implemented Adheres to standards for effective job performance and development  Gains and maintains in-depth understanding of products, clients, systems and applications Ensures compliance with ISO, SOX, PCI and other applicable internal and external audits and/or contractual obligations

 Process improvements and personal development – 10%

Partakes in, and adheres to, training programs and quality assessment standards for effectiveness in supporting departmental goals and objectives Actively participates in the development of personal performance management plans

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Meet Our People

Resha S. - Customer Service Representative

I can be myself here. It's just a comfortable work environment. Management is so understanding - they recognize that we're all human. And they listen to our feedback. In turn, I understand my customers and where they're coming from.

We're not scripted - but you do have to have a heart and you have to actively listen. I take escalated calls and I know my customers can hear the concern in my voice right away. That means I'm helping. My supervisors taught me how to grow my skills and how to protect my customers. I continue to receive training, and it's in my plan to become a supervisor.