Center of Excellence Specialist

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

📋 Description

• Receive and evaluate incoming calls, emails, and tickets.

• Identify the best ways to address client needs efficiently and effectively.

• Achieve proficiency in the systems, tools, and workflows that support the Center of Excellence's products and services.

• Collaborate with Level 2 domain experts on intricate or licensing-related client inquiries.

• Ensure appropriate follow-up with clients or brokers.

• Deliver outstanding customer experiences.

• Offer Level 1 support and enhance customer satisfaction.

⛳️ Requirements

• Strong verbal and written communication abilities.

• Skills in complex problem-solving and resilience.

• A passion for continuous learning and the capability to utilize multiple tools and resources.

• 3–5 years of prior experience in Customer Service or Call Centers, preferably in the insurance or financial services industries.

• Bilingual proficiency in Spanish is advantageous.

• Capacity to assist clients across North America, mainly within Central and Eastern Time Zones.

• An associate degree is mandatory.

• A bachelor's degree is considered a plus.

• Additional education or certification in customer service is beneficial.

🏝️ Benefits

• Options for remote work.

• A culture that emphasizes learning, collaboration, and inclusion.

• Responsibilities that have a visible impact on outcomes.