Now Hiring - The Savings Bank Mutual Life Insurance Company of Massachusetts - Call Center Representative in Woburn, MA

Full description of the position

SBLI’s Customer Service Call Center is seeking a Call Center Representative to provide timely, accurate, and courteous responses to a high volume of phone inquiries from our partners (field force) as well as customers. The ideal candidate will be an action oriented, flexible problem solver who will assist customers in resolving any and all inquiries or needs.

Responsibilities include:

• Using through fact finding, active listening and critical thinking skills to quickly and accurately determine how best to handle the customer’s call, delivering first call resolution, with low customer effort
• Handling requests to completion by gathering information accurately entering changes into the system
• Documenting all calls clearly and concisely in addition to completing all follow-up work
• Generating all correspondence and handling non-phone work as needed
• Preventing escalations by tackling issues quickly through proactive conflict resolution and preventing similar issues from recurring
• Meeting or exceeding call center metrics including but not limited to adherence, calls answered, RONA, handle time, AUX/ACW time, transfer rate, available time
• Meeting or exceeding other key metrics including but not limited to quality, Sales referrals and transfer expectations
• Actively contribute to positive morale and teamwork, demonstrating good communication skills while staying informed of procedures
• Other duties or tasks as assigned by the manager that support SBLI’s business need, changes, and new initiatives

YOUR QUALIFICATIONS:

• HS degree
• At least 1 year customer service call center experience
• Proven commitment to providing incredible customer service both internally and externally
• Positive energy, optimistic outlook
• Ability to make positive impressions over the phone and build rapport
• Ability to assess the needs of the caller and expertly handle other associates’ cases to conclusion
• A caring, compassionate attitude, in particular with handling claim related calls
• Demonstrated call center metric achievement, including but not limited to adherence, calls answered, RONA, handle time, AUX/ACW time, transfer rate, available time
• High integrity, reliable, and team oriented
• Maintains confidentiality of information
• Demonstrated accuracy with the ability to meet or exceed quality standards
• Ability to meet productivity SLAs and goals in high volume, fast paced environment
• Demonstrated experience to resolve customer issues in real time, first call resolution
• Superior oral and written communication skills
• Excellent organizational and time management skills
• Proficient with computer applications such as MS Office, email, desktop faxing and other office procedures
• Previous insurance experience a plus

Hours:

• The daily shift for this role is Monday-Friday, 9:00am-5pm EST. May change based on business needs.

Hybrid work model up to two days remote weekly. COVID Vaccination required.

Job Type: Full-time

Pay: From $24.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid remote

COVID-19 considerations:
COVID Vaccination required. Hybrid work model up to two days remote weekly.

Ability to commute/relocate:

• Woburn, MA 01801: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)

Education:

• High school or equivalent (Required)

Experience:

• Call center: 1 year (Required)

Work Location: Hybrid remote in Woburn, MA 01801