Customer Experience - Escalation Resource Center Specialist

The work we do has an impact on millions of lives, and you can be a part of it.

We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

As an Escalation Specialist in our Resource Center, you will be responsible for providing basic transactional support to callers, including answering policy questions, updating personal information, and transferring callers to SME representatives for complex matters. This role requires strong communication skills, attention to detail, and the ability to multitask effectively. You will exercise sound judgment in an environment involving sensitive customer information.

Key Responsibilities

• Handling Customer Inquiries: Engage with customers over the phone, gather and verify sensitive information, and process requests efficiently. Identify and service customer needs, including initiating, completing, and following up on requests.
• Providing Support: Utilize your knowledge of our products to answer policy questions and update personal information. Transfer callers to specialists for more complex inquiries.
• Ensuring Compliance: Stay up-to-date with industry regulations and complete necessary compliance testing to ensure all interactions meet regulatory standards.
• Supporting Team Initiatives: Identify opportunities to enhance the customer experience based on trends observed across multiple interactions. Participate in team initiatives and contribute to a positive virtual work environment.
• Continuous Improvement: Identify systemic issues that impact the customer experience and escalate appropriately. Work within specialized skill groups and manage email queues.

Skills/Attributes Required:

• Customer Focus: Strong focus on customer experience, with the ability to understand and address customer needs.
• Communication Skills: Excellent written and verbal communication skills, with the ability to adapt to different customer interactions.
• Technical Skills: Proficiency with multiple computer systems and the ability to learn new programs quickly.
• Problem-Solving: Effective decision-making and time management skills, with a proactive approach to resolving issues.
• Multitasking: Ability to multitask using both verbal and technical skills while on the phone.
• Attention to Detail: Must demonstrate a high level of attention to detail and accuracy in all tasks.

Minimum Qualifications:

• Experience: Minimum 2 years of customer service experience required. 1 year of experience in the financial services or insurance field. 1 year of inbound call center experience highly preferred.
• Education: High school diploma or equivalent required.
• Technical Proficiency: Windows PC experience, with a working knowledge of Microsoft Office required.
• Flexibility: Ability to meet minimum department standards within a specified period of time. Flexibility to work any shift within the contact center, within the Central timezone.

Additional Requirements:

• Remote Work: Must have a quiet, dedicated workspace and reliable high-speed internet connection.
• Availability: Must be available to work any shift within the contact center's hours of operation (Monday-Friday, 7:30am – 5:00pm CDT).

We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.

Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

Diversity and Inclusion:

At Protective, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. Our goal is to grow and develop our people, attract diverse talent and support strong, diverse communities.

We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace all skills and abilities. Our aim is to create an equitable environment for all leaders and employees that will drive performance and impact business strategy. In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities and focus on retention of key talent.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing the talents of a diverse and inclusive workforce.

If you require an accommodation to complete the application and recruitment process due to a disability, please email [email protected] information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.