Customer Service Representative

This position reports to the BPO Team Manager.

Position Summary:

This person plans, coordinates, schedules and oversees the administrative activities for the assigned area of operation. This person also provides client, system and process expertise to the Administrative Services Unit's staff to enable them to provide quality service to meet Service Level Agreements (SLA's). This person assists the Team Manager in implementing and enhancing all administrative functions related to the BPO, and processes new business, financial, and non-financial transactions for one or more BPO clients.

Responsibilities and Duties:

• Monitors work volumes and takes action to ensure requests are processed accurately within SLA's. Advises management of critical situations
• Monitors individual performance and conducts timely and constructive training sessions to ensure team effectiveness. Assists individual BPO Admin Service Representatives development plan to improve their value to McCamish or address deficiencies.
• Coaches team members in resolving issues by providing advice and monitoring
• Assists in the development and implementation of new processes and procedures, working with management in defining workflow that will ensure efficient and accurate processing of the business. Assists in integrating these new processes into existing operations in a cost-effective manner.
• Provides advice and process expertise to resolve customer (internal and external) problems and complaints
• Audits process to ensure conformance to policies and procedures. Utilizes audit results to improve individual performance and to develop system/process enhancements.
• Tracks and reports productivity service measures to management regularly to improve team and individual effectiveness
• Ensures adequate back up is in place and promotes frequent communication with staff
• Participates in prospect and client visits to provide value-added expertise or to resolve client service issues
• Supports training initiatives for team members to promote high quality deliverables and individual development
• Assists staff in documenting client specific process and procedures requirements
• Performs all essential functions of BPO Admin Services Representative
  

Education/Experience Requirements:

• 1 - 3 years of experience in administrative services environment.
• 1 year of supervisory or team lead experience
• Demonstrated coaching and mentoring ability
• Excellent interpersonal, oral and written communication skills
• Process oriented and highly organized, with the ability to handle multiple tasks and conflicting work priorities
• High level of sensitivity to service and quality
  

Desirable Qualifications:

• Experience with Life, Annuities, Benefit Plan or Financial Service products and services
• In-depth understanding of individual life insurance processing and administration
• Must be proficient with Word and Excel
• Must be familiar with automated workflow management systems, including imaging systems and equipment
• Good understanding of McCamish Systems functionality and service offerings

For more information

You may send a message describing your relevant experience and a copy of your resume by fax to Human Resources at 770.690.1800, or email to jobs@mccamish.com.

 

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