职位介绍
The Process Delivery Specialist will be responsible for answering customer queries, dealing with complaints, and providing potential customers with detailed information about our products. They interact with customers on a daily basis, helping them to understand their policies and answer any questions they may have about coverage or claims.
To ensure success as a Process Delivery Specialist, you should have a friendly and professional demeanor, good communication skills, and the ability to stay calm under pressure.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
· Receives inbound calls to provide customer service support to policy holders, agents, 3rd party callers and new customers
· Conducts research through maximizing all available resources and provides the necessary information in response to queries from callers
· Provides resolutions to caller problems and issues including researching and exploring alternative solutions
· Creates promised solutions or after call work and escalates unresolved issues outside of his/her scope
· Accepts payment and initiates disbursement requests over the phone
· Navigates through a computerized data entry system or other relevant applications
· Manages documentation of all call information according to standard operating procedures
· Process callbacks for minor requests like faxing/emailing policy information, send letters to another address or confirmation of payments received
· Undertakes all compliance and regulatory training in line with company requirements
· Accountable in keeping up with process related learnings/training and meet performance standards set by the business
· Completes customer’s transactional requests as provided by caller.
· Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation
· Demonstrates accuracy in processing changes to customer policies based on the information provided
· Actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller’s situation.
· Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.
· Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them including any follow-ups required on our customer’s part.
