Americor

Compliance

• Monitor 2-4 lines of business
• Higher Targets - Regularly exceeding minimal targets by 5%
• Daily call monitoring per the predefined sampling criteria
• Analyze quality of calls by focusing on regulatory requirements, sales and service procedures, accuracy of information given and collected, and delivering on Americor’s Customer Experience standards
• Communicate findings with relevant managers and team members
• Other activities as assigned.

Compliance Call Monitor

Client Services Representative

• Ensure timely and professional response to inbound calls throughout scheduled shifts
• Initiate outbound calls to provide essential updates to our valued clients
• Address client emails and chats via our internal database
• Adhere to call center scripts when addressing a variety of topics, including reselling the program
• Utilize sales techniques to resell the benefits of the program, emphasizing its value and advantages
• Employ persuasive communication and compassionate rebuttals to address client concerns and objections arising from financial distress
• Thoroughly identify customer needs, clarify information, research issues, and offer comprehensive solutions
• Appropriately direct clients to the relevant departments or teams as needed
• Maintain thorough records of all interactions in our call center database CRM
• Assist client advocates with the client enrollment process
• Adhere diligently to all communication procedures, policies, and guidelines during each customer interaction
• Continuously update client information as their enrollment progresses (via email, chat, or phone)
• Assist clients in effecting modifications to their program, such as Drafts, Billing, and Retention
• Contribute to our internal client retention processes
• Cultivate and uphold professional relationships with customers by consistently delivering excellent customer service
• Exceed or meet call quotas individually and as part of the team
• Fulfill additional responsibilities as assigned

DevOps Engineer

• Ensure the reliability of infrastructure supporting mission-critical services
• Proactively monitor, respond to, diagnose, and resolve incidents
• Work closely with Russian-speaking developers, QA, and system analysts
• Enhance CI/CD pipelines, monitoring tools, and automation processes

Compliance Call Monitor

Client Services Representative

Senior Reliability Engineer, Senior Systems Administrator