Call Center Representative

• Answer inbound customer calls professionally
• Schedule appointments and update customer accounts
• Provide clear information and handle questions with patience and empathy
• Meet call quality and productivity goals
• Work independently in a quiet home office
• Adapt quickly to changes in systems and procedures

Call Center

• Handle inbound and outbound customer calls
• Schedule appointments
• Process and review work orders
• Ensure required documentation is complete
• Submit completed work orders for payment processing
• Work directly with field technicians to obtain missing information
• Request corrections
• Ensure work orders meet client requirements before submission

Part-Time Call Center Representative

• Process clients’ first notice of loss claim reports received through Zurich’s phone & non-phone reporting options in a timely and accurate manner
• Resolve complex claims inquiries and problems, judging when to pass complex queries on to or involve others to provide an effective service and clear advice to colleagues and customers
• Liaise with internal and external clients to exchange information, clarify facts, and resolve queries and/or problems efficiently
• Provide feedback and recommendations to the team to improve the quality of customer care
• Follow procedures to ensure adherence to the company’s risk and compliance policies

Claims Call Center Representative

• Provides administrative service, support, navigation & / or solutions
• Performs clerical functions including customer service, data entry, maintenance & organization of records
• Collaborate on performance improvement activities as indicated by outcomes in program efficiency & patient & / or customer experience
• Respond to HR inquiries related to benefits, payroll, leave administration

Agent, Colleague Support, HRSS – Tier I Contact Center

• Support Members Across Remote Engagements
• Engage members through ITM interactions, chat, and support email, ensuring interactions feel clear, consistent, and human.
• Adapt communication style based on context while maintaining shared experience standards.
• Have the ability to be on all channels including inbound, relationship experience, and outbound teams.
• Deliver Intentional Outreach
• Participate in approved outreach efforts designed to support members, resolve open needs, or surface unmet opportunities.
• Approach outreach with preparation and purpose, ensuring conversations feel relevant, thoughtful, and member-centered.
• Executes outbound engagement in alignment with organizational goals while meeting established productivity and quality standards.
• Accurately document interactions and outcomes in designated systems.
• Own Continuity and Follow-Through
• Take accountability for completing work initiated through remote interactions or outreach, including documentation, follow-up, and clear next steps.
• Help ensure members do not experience gaps or confusion across touchpoints.
• Navigate Knowledge and Tools Confidently
• Use knowledge resources, systems, and workflows effectively to support member needs.
• Seek clarity when needed and apply information accurately to reduce rework or incomplete outcomes.
• Support Light and Dark Member Moments Remotely
• Recognize when members may need reassurance, clarity, or additional support, even outside of voice conversations.
• Handle emotionally complex or sensitive situations with empathy and intention.
• Balance Reactive and Planned Work
• Manage a mix of live engagements and planned outreach throughout the day.
• Use time intentionally to ensure both responsive support and proactive work are completed thoughtfully.
• Surface Insights and Patterns
• Identify recurring member needs, friction points, or outreach opportunities and share insights with the people leader to inform coaching, process improvement, and experience evolution.
• Partner Across the Care Center
• Coordinate with inbound care, relationship experience, and branch teams to support smooth handoffs and aligned member experiences.
• Escalate appropriately when needs extend beyond role scope.
• Be a resource for the entire team, especially when supervisors are not available.
• Reflect Culture and Purpose in Daily Work
• Demonstrate the credit union’s values in how members are supported and how work is completed.
• Contribute to a culture of accountability, learning, and shared success through huzzahs and team recognition.
• Achieve or exceed experience goals and expectations while presenting a friendly and professional demeanor.
• Liaison between members and servicing.
• Perform other duties as directed by leadership.

Outbound Call Center Specialist

• Manage the registration, scheduling, and rescheduling processes for new and existing patients.
• Ensure accurate record management by obtaining and communicating relevant patient information, such as identification, patient history, insurance details, missed appointment policy, therapist arrival instructions, and intake forms.
• Receive, screen, and coordinate telephone calls from healthcare providers.
• Proactively make outbound calls and send emails to patient leads.

Patient Onboarding Associate – Call Center

• Develop and coach a team of 12 – 14 advisors to provide exceptional customer service to all consumers shopping on dealer websites.
• Create a dynamic team culture that is focused on increasing leads and lead quality for dealerships enrolled in the program.
• Daily monitoring of priority KPI performance including lead conversion, chat response time, chat coverage, and overall productivity.
• Assist with dealership sales demos and present program information at request.
• Create, implement, and maintain all internal processes and conversation flows to achieve business results and maintain best-in-class customer experiences for our customers and dealers.
• Perform monthly Quality Reviews (QR) to assigned advisors and deliver feedback to promote personal & professional growth.
• Provide proactive support and direction to Advisors working with customers that request assistance with vehicle/dealer questions.
• Collaborate with other BUs, via regular check-ins, to understand new initiatives and impacts cross-functionally.
• Create coaching materials and lead group coaching sessions of advisors.
• Leverage data and analytics to drive business decisions.
• Perform administrative duties including timekeeping and other support as needed for contract resources.
• Identify potential areas of improvement in business process, workflow or within GM tool and systems.
• Complete any required training or industry-specific certifications to maintain the technical knowledge and skills necessary to perform the job at or above the standard required.
• Complete ad hoc projects within aggressive timelines as delegated by leadership.

Contact Center Operations Advisor – Business Development Center Team Leader

• Oversee support operations and manage the call center team.
• Handle licensing matters and ensure seamless functioning of internal support websites.
• Recruit, select, hire, and train personnel for the call center and licensing team.
• Propose and implement plans to improve support platforms and tools.
• Collect and analyze call agents' data using CRM for performance reports.
• Assist in resolving challenging customer service issues.
• Monitor team performance and provide necessary tools for enhancement.
• Present monthly and annual action plans and objectives to stakeholders.

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