Contact Center Customer Service Inbound/Outbound II

Position Summary
The Senior Customer Care Representative supports internal and external customers by handling complex insurance issues requiring advanced support. The role involves providing exceptional service, proactively seeking feasible solutions that comply with legal and regulatory standards, and navigating multiple systems and platforms to assist customers effectively. This position also includes mentoring peers, contributing to knowledge resources, and identifying process improvements to enhance service quality.

Key Responsibilities

• Respond to inquiries related to insurance matters from customers, agents, and other stakeholders, resolving complex issues regarding policy provisions and conditions.
• Evaluate and interpret policy information within prescribed authority limits and determine appropriate underwriting actions.
• Access and communicate account information across multiple systems to make informed recommendations, especially in ambiguous situations.
• Document customer interactions and outcomes thoroughly in the system.
• Escalate unresolved issues for further resolution by expert support.
• Provide on-the-job training and mentorship to less experienced team members while supporting peer learning.
• Stay informed about underwriting, policy guidelines, and compliance requirements through self-directed learning and contribute relevant content to departmental knowledge resources.
• Recognize trends and patterns in customer concerns to suggest process improvements and develop customer-centric solutions.
• Partner with departments such as Policy Support, Claims, and Underwriting, and may collaborate with external vendors to meet customer needs.
• Adhere to a tightly regulated schedule and follow procedures for requesting time off.
• Maintain physical and technical capabilities necessary for the role, including extended computer usage, handling objects weighing up to 10 pounds, and operating in an open office environment.

Required Qualifications

• High School Diploma or equivalent.
• Demonstrated customer service skills with strong verbal and written communication.
• At least 2 years of experience in insurance or a related field, providing advanced customer support preferred.
• Strong analytical, problem-solving, and judgment skills.
• Effective conflict management and de-escalation techniques.
• Excellent organizational skills, dependability, and ability to handle multiple priorities.
• Intermediate computer skills with the ability to navigate multiple systems and troubleshoot basic equipment issues.
• Licenses such as Personal Lines or Property and Casualty may be required, with licensing obtained within designated testing windows if applicable.

Preferred Qualifications

• Experience in high-volume, complex support environments.
• Proven ability to identify opportunities for process improvements.
• Strong team collaboration and leadership potential.
• Technical aptitude for troubleshooting equipment such as headsets and internet connectivity.

Why This Opportunity May Be Appealing
This role offers the chance to work remotely within a well-established, reputable organization committed to delivering industry-leading products and services. It provides meaningful engagement in helping customers resolve complex insurance issues while supporting professional growth through mentorship and ongoing learning. Join a company recognized for its vibrant culture, community involvement, and dedication to diversity and inclusion, with a history of being one of the best places to work.

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.  
 
Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.