Contact Center Representative II (Hybrid: Waverly, IA)

At TruStage, we’re on a mission to make a brighter financial future accessible to everyone.  We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment. Passionate about building insurance and financial services solutions, we push the boundaries of what’s possible. We need you to help us shape what’s next. You’ll be encouraged to share your experiences, ideas and skills to help others take control of their financial future.

Join a team that has received numerous awards for being a top place to work: TruStage awards and recognition

Job Purpose:

The Contact Center Representative is a key front-line role responsible for representing the organization to our customers, credit unions, and other stakeholders. This position involves managing a high volume of inbound calls in a fast-paced, high-pressure environment. The representative educates customers on policy provisions, interprets both financial and non-financial information, and investigates the status of transactions or changes to their policies or certificates.

In addition to assisting with inquiries, this role is responsible for addressing questions, resolving issues, and facilitating changes to policies as needed. The representative will also generate leads for sales representatives in a timely and customer-focused manner. As part of a collaborative team, this individual will also manage calls from peers via the Help Line and called upon to provide one-on-one or small group training and coaching to colleagues.

Job Responsibilities:

• Manage Incoming Customer Calls: Diagnose and resolve customer issues by taking appropriate actions in a timely and professional manner. Ensure customers’ concerns are managed and provide clear instructions when necessary.
• Demonstrate Empathy and Professionalism: Approach each customer interaction with patience, empathy, and professionalism to build strong, positive customer relationships.
• Maintain Customer Records: Accurately document all customer interactions, ensuring detailed records for compliance, future reference, and consistent service quality.
• Achieve Key Performance Metrics: Consistently meet or exceed established performance targets for Efficiency, Quality, Attendance, Adherence and Cross Sales.

The above statement of duties is not intended to be all inclusive and other duties will be assigned from time to time.

Job Requirements:
 

• High school diploma or equivalent work experience required.
• Exceptional customer service abilities, with a proven history of building positive rapport and resolving issues to ensure customer satisfaction.
• Excellent verbal and written communication skills, with strong active listening abilities to fully understand customer needs and provide clear, accurate responses.
• Strong critical thinking and problem-solving abilities, with the capacity to analyze customer issues and determine the most effective course of action.
• Proven ability navigating multiple systems, platforms, and applications with ease and efficiency. Comfort with learning new software and technology quickly.
• Willingness and ability to quickly learn company-specific tools, software, and processes. Must attend required training and apply knowledge to daily tasks.
•  Demonstrated ability to manage multiple tasks simultaneously while consistently delivering quality service and to detail.
• Ability to adapt to changes in processes, tools, and customer expectations in a dynamic, ever-evolving environment.
• Core hours: 7-3:30 MST

If you’re ready to help make a difference, apply today.  A resume is required to apply. TruStage may process applicant information using an Artificial Intelligence (AI) tool.  This tool automatically generates a screening score based on how well applicant information matches the requirements and qualifications for the position. TruStage recruiters use the screening score as a guide to further evaluate candidates; the score is one component of an application review and does not automatically determine whether a candidate moves forward.  Candidates may choose to opt out of this process.

Compensation may vary based on the job level, your geographic work location, position incentive plan and exemption status.

 

Base Salary Range:

$46,800.00 - $63,300.00

 

At TruStage, we believe a sound, inclusive benefits program is of vital importance, along with a flexible workplace that allows for work-life balance, career growth and retirement assistance. In addition to your base pay, your position may be eligible for an annual incentive (bonus) plan.  Additional benefits available to eligible employees include medical, dental, vision, employee assistance program, life insurance, disability plans, parental leave, paid time off, 401k, and tuition reimbursement, just to name a few. Beyond pay and benefits, we also recognize that flexibility, including working in a place you prefer, is essential to caring for our employees.  We will continue to strive to offer flexibility and invest in technology and other tools that will make hybrid working normal rather than an exception, so that when “life happens,” you can focus on what’s most important.

Accommodation request

TruStage is a place where everyone can bring their best self and thrive. If you need application or interview process accommodations, please contact the accessibility department.