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The Role
Provides front-line customer support for insurance regulatory compliance clients through phone, email, and chat. Processes compliance and client intake tasks, enters and verifies information in web-based systems, resolves customer issues, de-escalates concerns, leads client calls, and tracks work in databases. The role also mentors junior employees, supports training, collaborates with team members, and identifies process improvements.
Summary Generated by Built In
Does working as part of a close-knit, friendly team inspire you? Do you find enjoyment in helping customers with their needs over the phone?
Come Join ReSource Pro!
Come Join ReSource Pro!
Your Role...
ReSource Pro Compliance, is looking for an organized, team-oriented Customer Experience Analyst, Compliance to join our customer service team. This role provides front-line customer service support to ReSource Pro Compliance customers by processing tasks related to insurance regulatory compliance and responding to customer requests over the phone and email. This role may work on tasks related to client service, intake and/or sales support. This role is also responsible for training and mentoring more junior team members.
We hire the best because our service is only as good as the people delivering it. We’re committed to hiring individuals who engage in our amazing culture and embrace our Core Values: Commitment to Community, Teamwork, Passion for Excellence, Service-Centric, and Best Self.
In This Role, You Will...
- Receive and handle customer inquiries via inbound/outbound phone calls, email, and/or chat. Answer questions professionally and assists customers by completing a task or process for them; Provides exceptional customer service to customers
- Independently lead conference calls and meetings with customers
- De-escalate frustrated customer situations and finds solutions to provide an exceptional customer experience
- Follow established processes and procedures to complete routine and mid-level complexity regulatory compliance and/or client intake tasks in a timely manner on behalf of the client. This may include gathering and verifying client information, inputting information into a variety of Compliance and/or State web-based systems and forms and completed related reports
- Accomplish work in accordance with established procedures (call/email handle times, etc.) and track work and activities in established databases.
- Independently resolve low- and mid-level complexity problems escalated by Associates.
- Escalate complex problems to senior team member or supervisor and takes initiative to find solutions
- Assist with training for new team members, and act as a resource to junior team members through ongoing mentorship and assistance
- Collaborate with co-workers and supervisors to meet client needs and contribute to achievement of internal team goals
- Look for opportunities to improve processes to better support client and build knowledge and expertise in insurance regulatory compliance
- High School diploma or equivalent
- 2-4 years customer service experience
- MS Office - Word, Outlook, Access, and strong Excel skills
- Prior insurance industry experience preferred
- Customer-centric mindset, enjoy providing a service and solving customer problems
- Strong written and verbal communication skills, able to convey information to clients and effectively deescalate customer frustrations
- Team player mentality and commitment to supporting other team members
- Process-focused and detail oriented, committed to accurate documentation
- Technological proficiency – able to learn, utilize, and navigate a variety of external and internal systems
Your Compensation...
Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes annual bonus eligibility, benefits, and other opportunities at ReSource Pro. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity relative to other ReSource Pro employees. This is a hybrid position out of our office in Vincennes, IN. The salary range for this location and role is $20.00-$21.00 per hour. The salary range could be lower or higher based on the specific geographic location in which the candidate resides.
Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes annual bonus eligibility, benefits, and other opportunities at ReSource Pro. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity relative to other ReSource Pro employees. This is a hybrid position out of our office in Vincennes, IN. The salary range for this location and role is $20.00-$21.00 per hour. The salary range could be lower or higher based on the specific geographic location in which the candidate resides.
Your Interview Process…
To be considered for this position, please submit your application. If you meet the qualifications for the role, a member of our Talent Acquisition team will be in touch to schedule an interview via Zoom.
The standard interview process includes:
- Behavioral Interview with Talent Acquisition
- Online Talent Assessment
- Hiring Manager Interview
Disclosure: Candidates are evaluated at each step of the process. As a result, not every candidate will complete all steps in the process.
Your Benefits & Perks...
- Generous PTO plan with paid holidays + floating holidays
- 100% paid Employee Healthcare on Day 1
- Eligible for all medical, dental, and vision benefits on Day 1
- 401k with employer match, vested on Day 1
- Opportunity to work for a growing, global organization.
- Ability to engage with clients and internal partners to make an impact.
- Organization-wide focus on growth and development
Skills Required
- High school diploma or equivalent
- 2-4 years of customer service experience
- Microsoft Office proficiency, including Word, Outlook, Access, and strong Excel skills
- Prior insurance industry experience
- Strong written and verbal communication skills
- Ability to de-escalate customer frustrations and solve customer problems
- Team-oriented mentality and commitment to supporting team members
- Process-focused and detail-oriented approach with accurate documentation
- Technological proficiency and ability to learn and navigate internal and external systems
ReSource Pro Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about ReSource Pro and has not been reviewed or approved by ReSource Pro.
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Healthcare Strength — Day-one medical coverage with company contributions is paired with company-paid life, AD&D, short-term disability, and long-term disability. International offerings, such as family-floater medical insurance, extend core protections across regions.
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Leave & Time Off Breadth — Generous PTO from the first day and paid holidays are emphasized, with structured paid leaves in international offices. Early access to time off supports work-life balance from the outset.
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Flexible Benefits — Customizable health plan options in the U.S. and tax-saving flexible benefits in India indicate choice and adaptability. These options allow employees to tailor elements of the package to personal needs.
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The Company
What We Do
ReSource Pro brings to the insurance industry tools, technology and strategic services that enable profitable growth through operations excellence. Headquartered in New York, ReSource Pro’s global service centers address client operational needs around the clock. Recognized as an industry thought leader and listed as one of Inc. 500/5000 Fastest Growing Private Companies annually since 2009, the company is renowned for its focus on innovation, service excellence and trusted partnerships, and its unique productivity platform for insurance operations. Over 5,000 ReSource Pro employees provide dedicated support to nearly 300 insurance organizations, consistently achieving a +95% client retention rate for over a decade.
