Customer Service Representative

Senior Process Associate - Customer Service

Location:

Des Moines, Iowa

• Manage large volumes of inbound calls in a timely manner.
• Identify customers’ needs, clarify information, research issues, and provide solutions.
• Provide excellent customer service by responding to email and phone requests.
• Escalate necessary issues to the designated level to ensure customer satisfaction.
• Execute transaction processing to meet timeliness and quality standards.
• Work with the team to meet service and quality standards.
• Build sustainable relationships and engage customers by going the extra mile.
• Complete internal and external training for new or revised processes as needed.
• Keep records of all conversations in the call center database in a comprehensible way.
• Assist with additional agent issues as needed.

• High School Diploma or GED Equivalent.
• At least one year of related experience.
• Ability to work in an office setting.

• Intermediate level experience with Microsoft Outlook, Excel, and Word.
• Proven track record of working in a fast‑paced team environment with the ability to meet high productivity levels and tight deadlines for service delivery.
• Excellent service orientation and work ethic.
• Commitment to protecting client and producer confidential information.
• Ability to work independently with minimal direction.
• Excellent interpersonal skills, both internal and client‑facing.
• Strong analytical, organizational, and communication skills (written and verbal).

Applicants for employment in the U.S. must possess work authorization that does not require sponsorship by the employer for a visa (H1B or otherwise).

The role involves sitting and working at a computer for extended periods of time and requires communication by telephone, email, or face‑to‑face.