Customer Experience Representative

Jobtailor; New York (NY); On-site; USD 50,000 - 70,000; Full time

Job summary

Jobtailor in New York seeks a customer-focused professional to respond to inbound calls, analyze issues, and deliver personalized underwriting-related solutions. You will apply critical thinking across policy scenarios, navigate the policy management system, and collaborate with cross-functional teams to improve operations.

The role emphasizes attention to detail, time management, and a growth mindset, with opportunities for advancement into underwriting or related areas.

Qualifications

• Bachelor’s degree or 1–2 years of experience in a role requiring critical thinking, problem resolution, and direct interaction with clients or stakeholders.
• Creative problem-solving abilities, with the capacity to collaborate across departments and consider diverse perspectives in decision-making.
• Excellent PC skills.
• Preferred bilingual (English-Spanish).

Responsibilities

• Serve as a problem-solver on the front lines, responding to inbound customer calls with a focus on identifying root cause of issues, analyzing unique situations, and delivering accurate, personalized solutions that align with company standards and customer needs.
• Apply sound judgement and critical thinking when assisting with underwriting activities, ensuring timely and appropriate handling of exceptions or nuanced policy scenarios.
• Navigate and leverage the policy management system efficiently, using its tools to troubleshoot issues, improve processing accuracy, and identify trends or recurring challenges.
• Collaborate across the team with a solutions-oriented mindset, contributing to team discussions and best practices that enhance customer outcomes and operational effectiveness.
• Prioritize and organize daily tasks with attention to detail and time management, ensuring timely and thorough resolution of customer inquiries and back-end responsibilities.
• Consistently meet or exceed departmental KPIs and performance metrics by balancing efficiency with high-quality customer engagement.
• Demonstrate initiative and a growth mindset, actively seeking opportunities to broaden knowledge across departments and contribute to process improvements – positioning yourself for future advancement into roles in underwriting, sales, claims, or operations.

Skills

Critical Thinking

Problem Resolution

Customer Engagement

Policy Management System Navigation

Bilingual English-Spanish

Education

Bachelor’s degree

Tools

Policy Management System

PC Skills

Job description

• Serve as a problem-solver on the front lines, responding to inbound customer calls with a focus on identifying root cause of issues, analyzing unique situations, and delivering accurate, personalized solutions that align with company standards and customer needs.
• Apply sound judgement and critical thinking when assisting with underwriting activities, ensuring timely and appropriate handling of exceptions or nuanced policy scenarios.
• Navigate and leverage the policy management system efficiently, using its tools to troubleshoot issues, improve processing accuracy, and identify trends or recurring challenges.
• Collaborate across the team with a solutions-oriented mindset, contributing to team discussions and best practices that enhance customer outcomes and operational effectiveness.
• Prioritize and organize daily tasks with attention to detail and time management, ensuring timely and thorough resolution of customer inquiries and back-end responsibilities.
• Consistently meet or exceed departmental KPIs and performance metrics by balancing efficiency with high-quality customer engagement.
• Demonstrate initiative and a growth mindset, actively seeking opportunities to broaden knowledge across departments and contribute to process improvements – positioning yourself for future advancement into roles in underwriting, sales, claims, or operations.

Requirements

• Bachelor’s degree OR 1-2 years of experience in a role requiring critical thinking, problem resolution, and direct interaction with clients or stakeholders.
• Creative problem-solving abilities, with the capacity to collaborate across departments and consider diverse perspectives in decision-making.
• Excellent PC skills.
• Preferred Bilingual (English-Spanish).

Core Competencies

Demonstrates strong problem-solving abilities and critical thinking skills while effectively managing customer inquiries and underwriting activities. Proficient in utilizing policy management systems to enhance operational efficiency and customer satisfaction.

Highest-signal resume keywords

• Critical Thinking
• Problem Resolution
• Customer Engagement
• Policy Management System Navigation
• Bilingual (English-Spanish)

ATS Optimization Keywords

Hard Skills

• Underwriting Activities
• Data Analysis
• Process Improvement
• KPI Achievement
• Time Management

Soft Skills

• Creative Problem-Solving
• Collaboration
• Attention to Detail
• Initiative
• Growth Mindset

Industry Keywords

• Customer Service
• Operational Effectiveness
• Stakeholder Interaction
• Team Collaboration

Tools & Technologies

• Policy Management System
• PC Skills