Service Specialist II

Job Title: Customer Excellence Specialist II
- Processing

Location: Des Moines, IA

Pay Range: $24 - $26/hr

• Manage large amounts of processing tasks in a timely manner in a fast‑paced environment.
• Respond to internal / external customer calls, emails, and other forms of communications, resolving inquiries promptly, efficiently, and professionally.
• Communicate answers and solutions to customers verbally and/or in writing.
• Research questions and/or issues to identify causes and solutions and/or to disseminate accurate information to customers.
• Meet or exceed department standards by adhering to schedule, providing accurate information, using soft phone skill techniques, and following all other performance metrics defined by Customer Excellence.
• Be available to answer calls, using appropriate aux codes when unavailable to take calls due to breaks, training, projects, or lunch.
• Assist other teams within operations depending on business needs.
• Update contracts promptly with notes so the most current information is readily available to all company personnel.
• Utilize and navigate multiple computer systems, applications, and procedure tools to access and identify information.
• Initiate and take ownership in creating solutions, answering questions, and finding information for internal and external customers.
• Collaborate with teammates to create solutions for different customer issues and situations.
• Actively collaborate with manager and team on ideas and ways to improve efficiencies in department; promote a positive and professional work environment.
• Regularly communicate status of pending work and promptly respond to manager emails requiring a response.
• Perform other duties as assigned.
• Partner with Quality Control to ensure company reputation is upheld.
• Identify red flags for customer fraud and report.
• Manage large amounts of inbound and outbound calls in a timely manner in a fast‑paced environment.

• High school diploma or general education degree (GED); plus a minimum of one (1) year of related experience; or equivalent combination of education and experience.
• Experience in a business environment.
• Experience and understanding of insurance and related products preferred.

• LOMA designation (such as FSRI, ACS, or FMLI) is preferred

• Must possess computer skills, type 40+ wpm accurately and know how to operate a computer, as well as computer programs and applications.
• Strong customer service orientation with a pleasant demeanor.
• Effective verbal and written communication skills including the ability to effectively present information and respond to questions.
• Ability to relay thoughts, opinions and ideas clearly.
• Mathematical skills and strong attention to detail.
• Ability to work cooperatively and successfully with employees, customers, and other outside third parties.
• Strong organizational and planning skills.
• Proficient in the use of Microsoft Office Suite.
• Ability to read and comprehend simple instructions, short correspondence and memos.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• The ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to successfully handle pressure and meet deadlines in a fast‑paced work environment.
• Effective time management skills.
• Ability to actively listen to internal/external customers.
• Willingness to learn.

Equal Opportunity

Employer:

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.