Senior Processing Rep
Department: Customer Service
Promotion to this role is subject to availability.
Role Overview
Role Description
Serves as a subject-matter expert for complex policy transactions, provides guidance to Processing Reps, and assists with quality control and exception handling.
- Demonstrates strong time management and organizational skills
- Works independently while managing multiple responsibilities
- Completes tasks consistently and fairly in the order received
- Communicates clearly, concisely, and professionally
- Maintains professionalism with customers, peers, and business partners
- Proactively communicates with supervisors
- Coordinates coverage needs effectively with peers
- Actively participates in team huddles and company activities
- Contributes to a collaborative team environment
- Provides side-by-side training and support for new hires
- Follows through on coaching feedback and remains open to constructive criticism
- Identifies and communicates trends or issues constructively
- Demonstrates strong understanding of internal systems
Key Skills & Competencies
Productivity: 90 - 95%
SMS Customer Satisfaction: 4.75 - 4.85
SMS/Chat Quality Assurance: - 95%
Processing Changes Quality Assurance: 95%
KPIs
Role Development
Guidelines for Promotion into this Role
Meeting processing and backend objectives
Resource for peer escalations, complaints and/or training
Supports the team with high priority processing requests
Subject matter expert for projects and initiatives
Beyond this Role
Common Next Roles
Customer Service Representative
Team Lead
Claims Associate
Associate Underwriter
Similar Roles
Coming soon!