Partnership Success Coordinator

SBLI's Partnership Enablement team is seeking a Contact Center professional to provide timely, accurate, and courteous responses to a high volume of phone, chat, and email inquiries from our agents and partners. The ideal candidate will be an action-oriented, flexible problem solver who will assist customers in resolving all inquiries or needs.Responsibilities include:Using fact finding, active listening, and critical thinking skills to quickly and accurately determine how best to handle a customer call, delivering first call resolution with minimal customer effortDocumenting all calls clearly and concisely in addition to completing all post-call workGenerating correspondence and handling non-phone work with strong data entry skillsPreventing escalations by tackling issues quickly through proactive conflict resolution and preventing similar issues from recurringConsistently going above and beyond to exceed customer expectation and enhancing the overall client experienceMeeting or exceeding contact center volume metricsEffectively utilizes tools and support provided, to determine appropriate direction and steps required to gain customer satisfaction while balancing both the company's needs and those of the customer Actively contributing to positive morale and teamwork, demonstrating good communication skills while staying informed of proceduresContinuously learning to support company growth and industry alignmentBeing curious and sharing innovative ideas on how to improve process & operations Supporting other duties or tasks as assigned by the managerQualifications:High school Diploma or equivalent2+ years customer service experience preferredLife Insurance/Annuity experience preferred Life Insurance Licensing and Commission knowledge preferred, but not requiredAbility to navigate through multiple platforms while maintaining professional client interactionPositive energy, optimistic outlookAbility to make positive impressions over the phone and build rapportHigh integrity, reliable, and team orientedMaintains confidentiality of informationDemonstrated accuracy with the ability to meet or exceed quality standardsAbility to make sound decisions within established policiesStrong verbal and written communication skills (over the phone and in person)Proficient with computer applications such as MS Office, email,A desire for continuous learning and dedication to studying and applying new concepts, learning quickly and retaining informationBilingual a plusHours:The daily shift for this role is Monday-Friday, 8:00am-4pm EST. May change based on business needs.Hybrid work model requiring 3 days in office and up to two days remote weekly

Created: 2024-11-09