Call Center Resource Analyst
- Provide quality sales, service, and support to customers and employees, employing a high degree of customer service, technical expertise, and timeliness.
- Provide first-level assistance for defined problems; escalate trouble tickets as necessary to higher-level staff.
- Assist customers and employees with quoting, binding, policy amendments, payments, and claims.
- Process daily transactions accurately while also following instructions, staying updated, and asking questions to appropriate departments.
- Actively work towards enhancing the quality and efficiency of the Customer Resource Center which includes participating in all training sessions.
- High school diploma required; Associates Degree preferred.
- Complete and pass the state required Insurance Producer licensing exam and be able to obtain Producer License.
- Apply for the required non-resident license within 30 days from the date of hire.
- One year work experience required.
- Excellent customer service skills and interpersonal skills; telephone etiquette.
- Ability to use customer service standards and follow guidelines, as well as to help others interpret policy, procedures, and systems.
- Capable of involvement in multiple projects through all life-cycle phases, ensuring they are in accordance with established direction and standards .
- Strong oral and written communication skills (technical and non-technical).
- Broad range of experience in: Guidewire, Paymentus, Footprints, JIRA, DocuSign, AX, Alfa Link, Member Benefits Program, Alfa’s Customer Account & Payment Portal, Right Now CRM, NICE InContact, The Farm, Kronos, Pulse Secure OKTA, and any other system used by Alfa Service Centers.
- Opportunity for annual performance bonus
- Discounts on your auto insurance (underwriting approval required)
- Benefits include: Health, dental, supplemental cancer, vision insurance and 401(k) plan
- Paid Time Off Bank to include 3 days PTO available after first 80 hours worked for New Hires
- Short-term and long-term disability
- Flexible Healthcare and Childcare spending accounts for tax savings
- Opportunities for advancement
- Continuous training and support throughout your career with Alfa
- College tuition discounts at various colleges in Alabama
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