Call Center Representative III

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Address a high volume of incoming requests and inquiries from clients/customers.

• Offer information and manage basic changes to customer profiles.

• Redirect inquiries to appropriate business teams.

• Present alternatives and options during phone communications.

• Collect information and make informed decisions aimed at resolving issues on the first contact.

• Record customer interactions in the designated systems.

• Investigate and address complex customer inquiries and escalations.

• Assist in client retention efforts for those at risk of termination.

• Support multiple blocks of business and manage various applications associated with those blocks.

• Identify root causes and resolve client/customer issues, collaborating with internal departments as needed.

• Enter both semi-routine and non-routine updates for client/customer information in the appropriate systems.

• Act as a resource and mentor for new team members.

• Engage in departmental and interdepartmental projects.

• Provide backup support to the administrative processing area during peak volumes.

⛳️ Requirements

• High School Diploma or GED is required.

• 4–6 years of relevant experience is preferred.

• Capability to handle a high volume of incoming requests and inquiries from clients/customers.

• Strong knowledge of business rules, products, and procedures.

• Ability to gather information and make informed decisions aimed at resolving issues on the first contact.

• Proficiency in researching and resolving complex customer inquiries and escalations.

• Skill in coordinating with internal departments.

• Competence in utilizing appropriate systems for entering client/customer updates and documenting interactions.

🏝️ Benefits

• Health, dental, and vision insurance.

• Life insurance coverage.

• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).

• 401(k) retirement plan.

• Employee Assistance Program (EAP).

• Back-up care services for children, adults, and elders.

• Health and wellness initiatives.

• Wellness program that allows employees to participate in health initiatives to lower their insurance premiums.

• Potential eligibility for bonuses.