Senior Customer Experience Specialist

The Senior Customer Experience Specialist is responsible for providing exceptional customer service, resolving inquiries and complaints, and ensuring a positive customer experience. You will engage with customers and branches through various channels, utilizing critical thinking and resources to address and resolve issues effectively. You will also act as a liaison between customers, branches, and servicing partners to gather feedback and improve our services.

Participates in proactive team efforts to achieve departmental and company goals.

Contributes to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value "can do" people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun.

• Handle inbound and facilitate outbound calls, answering questions from customers, insurance companies, and branches.
• Performs research and provides resolution promptly, striving for one-touch, same-day resolution.
• Provides daily updates to internal and external customers regarding ongoing research.
• Works with team members, other departments, vendors, service providers, and external companies / entities to obtain information promptly and resolve research.
• Communicates verbally and in writing with internal and external customers.