• Contact Center Rep I

    Location US-OR-Hillsboro
    Posted Date 2 days ago(4/20/2018 7:03 PM)
    # Positions
    1
    Status
    Full-Time
    Req #
    17085
  • Overview

    If you want to make a positive difference and stand out from the crowd, you’ll fit in at The Standard (www.standard.com). Through our retirement plans and insurance products and services, we help people achieve financial well-being and peace of mind. Come join us and share our passion for serving our customers in a positively different way.

    Responsibilities

    Respond to Contact Center inquiries by personalizing and relaying accurate information to members.  Facilitate the member’s experience with the company and advance the members understanding of our product offerings.  Perform research and resolve a variety of member transactions.  Provide technical, procedural, and operational guidance on client service issues. 

     

    Deliver personalized service and respond to a variety of product questions. Provide clear and concise communication of product information, policies, and procedures by using a variety of computer and telecommunications technologies/software/systems.  Problem solve, perform initial research, and follow-up with individual client related issues as needed.  Monitor status of requested / assigned work, prepare customized correspondence as necessary, and make outbound calls as requested. Facilitate call escalation for clients whose requests are not being met within established service timeframes.  Practice de-escalation techniques to enhance the overall member experience.

     

    Collect and analyze information from members to determine eligibility/entitlement/set-up to our products.  Approve and/or communicate resolution to members within guidelines.      

     

    Solicit and analyze customer feedback to identify areas for customer service improvements; may develop and modify written correspondence.  Recommend changes to internal forms and procedures, and inform management of customer feedback as appropriate to ensure prompt and accurate answers to inquiries.

     

    Utilize online tools and resources to monitor performance results in schedule adherence, quality assurance, and client satisfaction in order to achieve performance metrics within the Contact Center.

     

    Support Division projects as assigned, specifically those involving customer-focused activities and secondary activities that support the administrative and servicing functions of the organization.

     

    Provide support for multiple product lines in the Contact Center.  Provide desk side training to less seasoned representatives, acting as a resource and mentor. Handle tier 1 escalated calls from less seasoned representatives that require additional knowledge, research, or negotiation.

    Qualifications

    Education & Experience: Associate’s degree preferred.  Typically requires minimum 2 years experience, or the equivalent combination of education/experience.  Contact center experience preferred.

    Knowledge & Skills:  Has complete understanding of job and applies working knowledge. 

     

    Job Complexity & Judgment:  Works on wide range of moderately complex assignments.  Often defines procedures on how to complete project work when assigned in the form of objectives.

     

    Independence & Supv required:  Typically receives little instruction on daily work; may require general instructions on new assignments.

     

    Interaction & Influence:  Contacts are typically companywide; may communicate with management; networks with internal peers. 

     

     

    Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Equities, Inc. and StanCorp Investment Advisers, Inc., marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender, sexual orientation, age, disability, or veteran status or any other condition protected by federal, state or local law. The Standard offers a drug and alcohol free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on Standard property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation, drug test, employment, education and licensing verification as a condition of employment. All employees of The Standard must be bondable.

     

    For more information regarding your Equal Employment Opportunity applicant rights, click  here.

     

    Individuals with disabilities who need assistance or accommodation with the application process should contact HR Direct at 971-321-7871.  This number is only for the use of individuals with disabilities who need accommodation with the application process.  General inquiries about application status will not be addressed.

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