Customer Experience Associate, Compliance; Hybrid - Vincennes

ReSource Pro is looking for a Customer Experience Associate, Compliance, who provides front-line customer service support to Compliance customers by processing tasks related to insurance regulatory compliance, licensing, client intake and/or sales support, and responding to customer requests over phone and email. Work completed directly impacts trust and partnership with the client.

Receives and handles customer inquiries via inbound/outbound phone calls, email, and/or chat. Answers questions professionally and assists customers by completing a task or process for them.

Provides exceptional customer service to customers.

De-escalates frustrated customer situations and finds solutions to provide an exceptional customer experience.

Follows established processes and procedures to complete routine regulatory compliance, client intake and/or sales support tasks in a timely manner on behalf of the client. This may include gathering and verifying client information, inputting information into a variety of Compliance and/or State web-based systems and forms, and completing related reports.

Accomplishes work in accordance with established procedures (call/email handle times, etc.) and tracks work and activities in established databases.

Maintains accurate records in internal systems. Supports database updates.

Assists with follow-ups on outstanding items. Supports team workload as assigned.

Ensures all deadlines are met with accuracy. Maintains organized documentation.

Escalates problems to senior team member or supervisor, lead, or management and takes initiative to find solutions.

Collaborates with co-workers and supervisors to meet client needs and contribute to achievement of internal team goals.

Looks for opportunities to improve processes to better support clients and build knowledge and expertise in insurance regulatory compliance.

Fosters a respectful and collaborative environment by upholding professionalism and engaging in constructive and respectful conversations.

Supports a positive workplace culture by promoting open, solution-oriented communication, encouraging teamwork, and maintaining a focus on shared goals and productivity.

• High School diploma or equivalent
• 1-2 years of customer service or administrative experience required
• Microsoft Office proficiency:
  Word, Outlook, Excel, PowerPoint, and Access
• Excellent written and verbal communication skills
• Ability to address complaints and issues with effective solutions and a positive attitude
• Excellent time-management and prioritization skills
• Behavioral/Technical Skills;
  Competencies

Customer-centric, enjoys providing a service and solving customer problems

Strong written and verbal communication skills, able to convey information to clients and effectively de-escalate customer frustrations

Team player committed to supporting other team members

Process-focused and detail-oriented, committed to accurate documentation

Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes annual bonus eligibility, benefits, and other opportunities at ReSource Pro. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, geography, and the balancing of internal equity relative to other ReSource Pro employees.

This is a remote position, and the salary range for most locations for this role is $18.00 per hour. The salary range may vary based on experience and on the specific geographic location in which the candidate resides.

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