Job Summary:

• Manage call center representatives and call performance
• Perform call center follow-up
• Perform other call center duties
• Prepare call center performance reports
• Report daily call center stats
• Assist with supporting call-center
• Selling services to consumers who call the call center
• Maintain call center database by entering information on every call
• Provide support for call center agents on escalated calls
• Provide backup call center management

Skills on Resume: 

• Performance Management (Soft Skills)
• Data Entry and Management (Hard Skills)
• Reporting and Analytics (Hard Skills)
• Customer Service and Sales (Soft Skills)
• Operational Support (Soft Skills)
• Training and Support (Soft Skills)
• Crisis and Backup Management (Soft Skills)
• Communication and Interpersonal Skills (Soft Skills)

Job Summary:

• Plan for call center technologies
• Receive inbound calls from customers
• Impacting call center performance on management
• Led an exceptional call center team
• Manage the daily call center operations
• Resolve inbound customer calls regarding account
• Maintain call center database by entering information
• Define inbound call readiness state
• Processing customer transactions in a call center environment
• Maintain call center database by recording call outcomes and disposition

Skills on Resume: 

• Strategic Planning for Call Center Technologies (Hard Skills)
• Leadership and Team Management (Soft Skills)
• Operational Management (Hard Skills)
• Customer Interaction Handling (Soft Skills)
• Problem Resolution (Soft Skills)
• Database Management (Hard Skills)
• Operational Readiness (Hard Skills)
• Transaction Processing (Hard Skills)

Job Summary:

• Answer incoming telephone calls including, but not limited to, requests for general distribution options and transaction requests
• Provide general investment education based on the participant’s individual situation and needs
• Focus on the retention, conversion and accumulation of participant’s assets
• Provide participants with the options available to them within previous employer’s retirement plan
• Process financial transactions upon request of participants
• Demonstrate knowledge in retirement plan options, distribution rules and tax implications
• Handle transaction requests quickly, efficiently and accurately
• Relay accurate information through clear and concise communication
• Meet productivity expectations to maximize department service levels and metric goals
• Actively collaborate and participate in team meetings

Skills on Resume: 

• Customer Service Skills (Soft Skills)
• Investment Knowledge (Hard Skills)
• Sales and Retention Skills (Soft Skills)
• Knowledge of Retirement Plans (Hard Skills)
• Transaction Processing (Hard Skills)
• Communication Skills (Soft Skills)
• Efficiency and Accuracy (Hard Skills)
• Productivity and Goal Orientation (Soft Skills)

Job Summary:

• Opens/Closes Call Center following standard procedures
• Retrieve and deliver messages received by after-hours voice mail system.
• Answer all calls in a friendly professional manner.
• Determine the need of the caller and connect call to the correct person or extension.
• Respond to emergency calls from doctors, hospitals and patients in accordance with established procedures.
• Maintain appropriate logs for beepers/pagers.
• Maintain and update internal phone lists.
• Close the switchboard at the end of the day and forward the phones to the after-hours phone system.
• Participate in educational activities.
• Maintain strictest confidentiality.

Skills on Resume: 

• Procedural Adherence (Hard Skills)
• Message Management (Hard Skills)
• Professional Communication (Soft Skills)
• Call Triage (Hard Skills)
• Emergency Response (Hard Skills)
• Log Maintenance (Hard Skills)
• Documentation and Updates (Hard Skills)
• Switchboard Management (Hard Skills)

Job Summary:

• Ability to work in a team atmosphere and independently.
• Ability to determine the needs of clients through effective listening and questioning skills.
• Make 150-200 outbound warm leads and cold calls (50% split) daily to identify Hero's needs and respond by providing superior service and resolution.
• Make successful connections between Heroes and Real Estate & Lending professionals to move the business forward and break records.
• Scheduling flexibility depending on time zone.
• Read and Speak English fluently, an additional language is a bonus but not essential (Spanish).
• Document all activity in Salesforce.
• Report on daily activity.
• Deliver an outstanding customer experience with every interaction.
• Attend regular meetings with Homes for Heroes staff to discuss results, share successes, and participate in training

Skills on Resume: 

• Teamwork and Independence (Soft Skills)
• Effective Communication Skills (Soft Skills)
• Sales and Cold Calling (Hard Skills)
• Connecting Clients and Professionals (Hard Skills)
• Flexibility (Soft Skills)
• Language Skills (Hard Skills)
• Proficiency in Salesforce (Hard Skills)
• Customer Experience Excellence (Soft Skills)

Job Summary:

• Contact 75-100 leads a day from the lead database Velocify
• Maintain a follow-up system for any hot leads
• Set appointments with interested borrowers to talk to one of the Loan Officers
• Send a daily call report with results to management
• Keep records of calls and sales and record useful information
• Understand the customer's requirements in a short time and present solutions that meet the needs
• Maintain the highest level of business and professional ethics and practices and strictly avoid any form of loan fraud or any other variation of fraudulent, illegal or unfair dealings
• Attract new mortgage loan applications by developing relationships within the community and making sales calls to prospective clients.
• Maintain strict client confidentiality
• Continue education to remain compliant with NMLS requirements

Skills on Resume: 

• Proficiency in Using Velocify (Hard Skills)
• Effective Follow-up Skills (Soft Skills)
• Appointment Setting (Soft Skills)
• Reporting Skills (Hard Skills)
• Record-Keeping and Data Management (Hard Skills)
• Customer Needs Assessment (Soft Skills)
• Ethical Conduct and Compliance (Soft Skills)
• Sales and Relationship Building (Soft Skills)

Job Summary:

• Receive and respond to routine customer inquiries and resolve customer concerns relating to warranty contract coverage and claims in a call center environment
• Provide routine information and support to agents, dealers and repair facilities relating to dealer labor rates, coverages, claim status and claim payments. 
• Respond to customer requests and/or follow up with customers in a timely manner 
• Communicate with internal personnel as necessary to resolve outstanding customer issues relating to contract issues. 
• Available for QA call monitoring and coaching by Supervisor/Manager
• Provide the customer with benefits, rental, roadside, and travel information, and refer to appropriate contract number to schedule services   
• Monitor and complete incoming benefit claims to appropriate recipients to ensure accurate/timely processing 
• Research and update customer information resulting from returned validation cards for contract fulfillment purposes
• Provide cancellation quotes to agents, dealers and consumers as requested
• Present for weekly/monthly huddles to discuss day-to-day issues and questions
• Will sit at a desk during the entire 8-hour shift, and use a keyboard for all work-related functions 

Skills on Resume: 

• Customer Service (Soft Skills)
• Communication (Soft Skills)
• Timeliness (Soft Skills)
• Attention to Detail (Hard Skills)
• Problem-Solving (Soft Skills)
• QA Compliance (Hard Skills)
• Technical Proficiency (Hard Skills)
• Adaptability (Soft Skills)

Job Summary:

• Review broker calls to support profitability and operational excellence measures within OIS brokerage operations
• Provide proactive insight, feedback and solutions to improve processes and customer journeys via assigned analysis, projects and reporting
• Gather data to support the need for, measurement of, and impacts of experiments to improve the system 
• Designing experiments to accurately and appropriately test the impacts of new ways of working to reduce waste and failure in the system
• Provide insights into the development of training content based on the Insurance Broker’s needs, through Quality trend analysis
• Act as SME for underwriting and product offerings, supporting Brokers in the delivery of profitable growth
• Assist with customer escalations to help meet customer needs
• Assist with QA program enhancement resulting in the enhanced program to support the success of the business
• Support leaders in creating an environment for continuous performance and process improvement including
• Performs call monitoring and provides trend data to site management team plus identifies gaps and creates materials to improve skills
• Uses quality monitoring data management system to compile and track performance at team and individual levels.

Skills on Resume: 

• Analytical Skills (Hard Skills)
• Problem-solving Skills (Hard Skills)
• Data Gathering and Analysis (Hard Skills)
• Project Management (Hard Skills)
• Training and Development (Hard Skills)
• Customer Service Skills (Soft Skills)
• Quality Assurance (QA) (Hard Skills)
• Continuous Improvement (Soft Skills)

Job Summary:

• Answers all incoming telephone calls into the call center in a professional manner at all times.
• Makes outgoing telephone calls to verify appointments, schedule appointments for patients
• Verify patient’s insurance information, update patient demographics, and inform patients of necessary documentation for clinic visits.
• Informs and provides basic orientation regarding CHN Health Centers and all available services.
• Ensures that all calls are being answered and handled in an expedient and efficient manner.
• Performs monitors of customer care email responses.
• Provides actionable data to various internal support groups
• Coordinates and facilitates call calibration sessions for call center staff.
• Consistent adherence to work schedule and punctuality required
• Qualify leads through outbound phone calls
• Build on existing customer relationships

Skills on Resume: 

• Excellent Communication Skills (Soft Skills)
• Customer Service Skills (Soft Skills)
• Attention to Detail (Soft Skills)
• Knowledge of Healthcare Systems (Hard Skills)
• Efficiency and Time Management (Soft Skills)
• Data Analysis and Reporting (Hard Skills)
• Training and Facilitation Skills (Soft Skills)
• Lead Qualification and Relationship Building (Soft Skills)

Job Summary:

• Communicate effectively with internal and external customers
• Identify the customer’s need and respond appropriately and efficiently with a sense of urgency
• Follow established guidelines specific to each claim report or inquiry
• Locate, confirm and document appropriate information, which may entail multiple systems
• Remain current on constant process updates and technology used within the company
• May utilize multiple communication channels including but not limited to telephone, fax, email, online chat, etc. to assist the client
• Set up meetings for customers
• Keep CRM system up to date
• Research industries, and competitors to understand customers' market
• Work with the team to help drive new business to the customers
• Prospect for cold leads through phone, email, LinkedIn

Skills on Resume: 

• Effective Communication Skills (Soft Skills)
• Customer Needs Assessment (Hard Skills)
• Adherence to Guidelines (Hard Skills)
• Information Management (Hard Skills)
• Adaptability and Learning Agility (Soft Skills)
• Multi-channel Communication (Hard Skills)
• Meeting Coordination (Hard Skills)
• CRM Management (Hard Skills)