Contact Center Representative I

The next part of your journey is right around the corner — with The Standard. A genuine desire to make a difference in the lives of others is the foundation for everything we do. With a customer-first mindset and an intentional focus on building strong teams, we’ve been able to uphold our legacy of financial stability while investing in new, innovative technologies that support the needs of our customers. Our high-performance culture focused on operational excellence thrives thanks to remarkable people united by compassion and a customer-first commitment. Are you ready to make a difference?Job Summary Serve as a primary contact for members by delivering personalized, accurate information and guidance through a variety of communication channels. Facilitate a seamless member experience by answering product-related questions, resolving transactions, and improving understanding of available offerings. Conduct research and problem-solving to address client issues, ensuring timely follow-up and resolution. Provide technical, procedural, and operational support while adhering to established policies and service standards. Use de-escalation techniques, performance monitoring tools, and customer feedback to enhance service quality and meet Contact Center performance metrics.* Ability to work 9:30am-6pm PST is required for this role. Key ResponsibilitiesRespond to member inquiries with accurate, personalized information and support across products, policies, and procedures.Research and resolve member transactions, including determining eligibility and communicating outcomes within established guidelines.Monitor and follow up on client issues, escalating cases as needed and using de-escalation techniques to ensure a positive member experience.Utilize systems and performance tools to meet metrics for quality assurance, schedule adherence, and customer satisfaction.Gather and analyze customer feedback to recommend process improvements, update communications, and support customer-focused projects.Skills and Background You’ll NeedEducation: High school diploma or equivalent required; associate degree preferred Experience: 2 years in a dynamic customer service environmentTelephonic customer service experience preferredStrong verbal and written communication skills with the ability to provide clear, accurate, and personalized informationDemonstrated ability to handle high-volume inquiries across multiple communication channels (phone, email, chat, etc.)Proven problem-solving and research skills to investigate and resolve member issues effectivelyKey Behaviors of a Successful CandidateDriving Success: Acts with urgency, pursues ambitious goals and shows resilience in the face of obstacles and setbacks.               Adaptability: Sees possibilities in changing circumstances, accepts and understands change and alters behavior as necessary.      &nbs...