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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates exceptional customer service abilities, strong problem-solving skills, and effective communication to manage high volumes of customer interactions while maintaining quality and efficiency. Proficient in adapting to new tools and processes to enhance customer experience and meet performance targets.
Highest-signal resume keywords
Customer Service AbilitiesVerbal And Written Communication SkillsCritical Thinking And Problem-SolvingActive ListeningMulti-Tasking
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
EmpathyProfessionalismAttention To DetailAdaptability
Tools & Technologies
Customer Relationship Management SoftwareHelp Line SystemsPolicy Management Systems
Industry Keywords
Inbound Customer CallsPolicy ProvisionsTransaction Status InvestigationPerformance TargetsCross Sales
About the role
Key responsibilities & impact- Manage a high volume of inbound customer calls
- Educate customers on policy provisions
- Interpret financial and non-financial information
- Investigate transaction or policy/certificate change statuses
- Address questions and resolve customer issues
- Facilitate policy changes as needed
- Generate timely, customer-focused leads for sales representatives
- Manage peer calls through the Help Line
- Provide one-on-one or small-group training and coaching to colleagues
- Diagnose and resolve customer issues in a timely, professional manner
- Demonstrate empathy and professionalism in customer interactions
- Maintain accurate records of all customer interactions
- Meet or exceed performance targets for Efficiency, Quality, Attendance, Adherence, and Cross Sales
Requirements
What you’ll need- High school diploma or equivalent work experience required
- Exceptional customer service abilities, with a proven history of building positive rapport and resolving issues
- Excellent verbal and written communication skills
- Strong active listening abilities
- Strong critical thinking and problem-solving abilities
- Ability to navigate multiple systems, platforms, and applications
- Comfort learning new software and technology quickly
- Willingness and ability to learn company-specific tools, software, and processes quickly
- Must attend required training and apply knowledge to daily tasks
- Ability to manage multiple tasks simultaneously while delivering quality service and attention to detail
- Ability to adapt to changes in processes, tools, and customer expectations
- Ability to work core hours of 7:00–3:30 MST
- Resume required to apply
Benefits
Comp & perks- Annual incentive (bonus) plan may be available
- Medical insurance
- Dental insurance
- Vision insurance
- Employee assistance program
- Life insurance
- Disability plans
- Parental leave
- Paid time off
- 401k
- Tuition reimbursement
- Flexible workplace and work-life balance support
- Career growth opportunities
- Retirement assistance
- Flexibility to work in a preferred location
- Technology and other tools supporting hybrid working