Junior Agency Contract – Contact Center

Role Overview

• Applies problem-solving and critical thinking skills to prioritize, analyze, clarify and execute data entry and processing requests of basic to difficult complexity from internal and external customers related to agent contracts, commission schedules, licenses, appointments, product authority, system access, and terminations.
• Provides excellent customer service by ensuring that their needs are met. Pulls work items from a queue and prioritizes based on established service levels.
• Ensures compliance with department and company procedures, standards and applicable regulations by utilizing documented procedures.
• Follow up as needed with the appropriate person(s) to gather missing information and resolve problems.
• Advises customers via the appropriate media when requests have been completed.
• Updates processing systems and other tools to reflect work activity and communication with customers. Supports large accounts and network requests.
• This sometimes includes contacting accounts to better understand requests and conducting meetings to clarify processes or procedures or better understand pain points.
• Recommends and helps implement approved system, process and other improvements to reduce waste and deliver a better customer experience.
• Identifies and reports system defects. Limited support system testing for transactions of basic to difficult complexity as assigned. Limited support for handling inbound calls.
• Complete requests within department service and quality standards.
• Complete expected volume of requests to meet established efficiency expectations.

Requirements

• Minimum Required: Fluent in English

Benefits

• A competitive salary and performance-based bonuses.
• Comprehensive benefits package.
• Flexible work arrangements (remote and/or office-based).
• You will also enjoy a dynamic and inclusive work culture within a globally renowned group.
• Private Health Insurance.
• Paid Time Off.
• Training & Development opportunities in partnership with renowned companies.