Customer Service Agent

  • location: Beaverton, OR
  • type: Temp to Perm
  • salary: $20 per hour
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job description

Customer Service Agent

Part time to full time to perm potential
Training: 3-4 weeks of training - working on virtual training ability; will be more self directed with some exercises in between self directed training.
Current schedule: Monday-Friday, 4 hour shift between 11-5 (could be 11-3, 12-4, 1-5pm) but has potential to move to full time schedule below:
MON - FRI 8:00 AM - 10:00 PM EST
SAT: 8 AM EST - 8 PM EST
SUN: Set Day off
***As the Estate Care Center continues to grow into the Center of Excellence it will require schedule flexibility and shifts may change as needed by the business.

Responsibilities:
Taking 16+ calls/day - expected to approach each call with empathy as the callers have experienced loss
Estate Specialist (Ops Legal Specialist 2) ??? The Estate Specialist serves as a coordinator for representatives/family members of company???s deceased customers.
He/she serves as a point of contact for the representatives/family members and works behind the scenes with the business representatives to get financial affairs handled.
Primary responsibilities for this role include but are not limited to: Serves as an advocate for family members and/or personal representatives for deceased customers looking to handle financial affairs across the company
Takes ownership and personal accountability to support and deliver stellar service
Works with leadership, team, and across the company to remove obstacles and identify opportunities to improve the experience for the deceased customer???s family member/representative
Builds relationships with Line of Business partners across the Enterprise to better collaborate to assist our customers??? family members/representatives
Communicates with empathy during highly stressful and sensitive situations; is compassionate and acknowledges emotions
Models excellent customer service behaviors by accurately and concisely communicating in a positive, professional manner to both internal and external customers
Develops expertise and remains current in knowledge of estate rules and documentation requirements across the enterprise; viewed as an estate expert
Updates all information and notes in case management system
Proactively asks questions and seek information if unsure of rules/policies/procedures and appropriately escalates questions/concerns/issues

Working hours: 11:00 AM - 5:00 PM

Skills:
Desired Qualifications:
Ability to perform general operation processing work
Solid knowledge and understanding of legal terms and processes
Intermediate Microsoft Office skills
Excellent verbal, written, and interpersonal communication skills
Ability to interact with all levels of an organization
Ability to mentor and train less senior staff
Ability to work effectively, as well as independently, in a team environment
Experience working with changing priorities and deadlines
Good analytical skills with high attention to detail and accuracy
Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
1+ years of call center experience
Financial services industry experience Other Desired Qualifications:
Estate Management Experience
Probate and/or deceased management experience
Customer Service experience working with representatives/family members of deceased customers
Knowledge and understanding of departmental workflow processes
Understanding of estate rules, state requirements, documentation requirements, company products and services (enterprise wide)
Ability to explain necessary documentation and policies/procedures/requirements for handling accounts across the organization
Self-starter, able to work independently
Ability to develop partnerships and collaborate with other business and functional areas
Knowledge of organization lines of business, products and services
Hogan Experience
Multitasking ability required
This is a fast paced environment
They will be working with 3 monitors (navigating through 8-10 systems)
This is team closes the account and pays the beneficiary

Education:
High School

Experience:
Entry Level

Qualifications:
4-5+ years of Call Center Experience with top tenure
We have sent leads before - they take escalated calls
Helpful but not required: Estate documents, example Small Estate Affidavits, Death Certificates, Legal Court Orders etc.)


Please apply online with updated resume. Thank you

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