Senior Customer Service Representative

Infosys McCamish
Skill: Customer Service

Process Specialist

We are seeking a detail-oriented and proactive Process Specialist to join our operations team. This role is critical in ensuring the accuracy of forms and legal documents, managing workflows, and collaborating with our offshore team to meet service level agreements. The ideal candidate will be a self-starter with strong organizational skills and a passion for process improvement.

Primary Responsibilities

• Review forms and legal documents for completeness and accuracy.
• Collaborate with offshore teams to ensure timely and accurate processing within SLA guidelines.
• Manage queues and workflows to optimize operational efficiency.
• Update and maintain Standard Operating Procedures (SOPs).
• Conduct research into problem cases and provide innovative solutions to improve processes.
• Take ownership of client issues and drive resolution with minimal supervision.

• Experience with customer management applications.
• Demonstrated ability to quickly learn new processes and internal systems.
• Strong business acumen and work ethic.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Commitment to protecting client personal information and maintaining confidentiality.
• Proven ability to work independently with minimal direction.
• Excellent interpersonal and client communication skills.
• Strong organizational and written communication skills.
• Problem-solving mindset with a focus on ownership and accountability.
• Experience in working with Annuity Contracts and Life Insurance Policies.

• High School Diploma or GED Equivalent.
• At least 2 years of experience in the job description below

• Analytical skills
• Oral and written communication skills
• Knowledge of the insurance industry or insurance products/procedures through a combination of experience and/or coursework
• Ability and willingness to learn multiple financial concepts and systems
• Flexibility in a fast-paced, team-oriented environment
• Organizational and follow through skills
• Sensitivity to service and quality
• Producer Management/Compensation skills preferred but not required