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Customer Care Associate II

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

Customer Care Associate II

Apply Requisition Number R-87958

This position requires general supervision and less detailed verbal and/or written instruction.  A Customer Care Associate II will support several lines of business within Global Preneed, by processing a variety of functions and working with different systems.  Customer Care Associate II representatives are able to process several basic functions of their assigned team(s) and focus may change based on business needs.  The position will include front line contact with clients and customers by various channels. 

Key responsibilities:

  • Extensive communications with external customers, agents & funeral homes including inbound and outbound phone calls, supporting multiple phone skill groups and/or teams

  • Analyzes documentation for processing customer requests, using general problem solving skills to resolve inquiries and requests

  • Responsible for processing a  variety of tasks or functions such as processing new business, maintaining policy files, paying claims, maintaining agent demographic information.

  • Prepares standard and ad hoc correspondence

  • Thorough understanding of procedures to accurately process a wide variety of processes

  • Ability to research routine requests using multiple methods and tools to find the information needed to complete assigned tasks

  • May have authority to approve or review work of others

  • Ability to adhere to regulatory and compliance requirements in completing assignments

  • Ability to comprehend insurance and contract documents

  • Must be able to maintain confidentiality and adhere to privacy guidelines

  • Attend required training

  • Collaborate with team and department members by attending team meetings and other company activities

  • Ability to adjust to new or changing business needs

  • Seeks knowledge outside of own team and department

  • Collaborates with others to resolve routine cases

Basic Qualifications Required - Experience, Skills, and Knowledge:

  • Minimum 6 months of Customer Service background

Other Requirements:

  • Basic Computer Skills including Microsoft Outlook, Word and Excel and basic internet search capabilities

  • Good verbal and written communication skills

  • Exhibits qualities of integrity, reliability and trust

  • Strong work ethic

  • Ability to adjust actions in response to shifting priorities and rapid change

  • Focus on quality

  • Flexibility with schedule, work and team environments

  • Works with team members to achieve team and company goals

  • Takes accountability for resolving customer issues focusing on the Customer Experience

  • Displays a positive attitude

Preferred Experience, Skills, and Knowledge:

  • Bilingual English and French

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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.