The Contact Center Operations Representative serves the membership through effective communication, troubleshooting, proactive learning, deepening member relationships, and member advocacy over the phone. Maintain high service level standards by meeting or exceeding all service level metrics. Showcase a strong aptitude in quality decision making skills by demonstrating the ability to make sound decisions. Contribute to the development of STCU's culture.
Demonstrates skill and passion to deliver an exceptional and consistent customer experience of a routine complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries. Makes routine outbound, health related customer calls following set scripts, procedures. Maintains complete customer/patient confidentiality.
Supports assigned client group(s) performing routine complexity health related customer excellence activities. Typically makes routine outbound, health related customer calls following set scripts, procedures. Maintains complete customer/patient confidentiality for all health, personal and other customer information. Provides professional, respectful, customer excellence.
Customer Service based position. Contacting borrowers to obtain post Fund conditions. Outsource specialists will focus on obtaining bids, and contracting work out to clear appraisal and escrow holdback agreement requirements. Responsible for document re-signs, and will also obtain more lower-level documentation like ID’s/DL’s, etc. Resolving customer service issues by providing incentives and escalating matters to legal or customer service corporate when needed.