Brittany Wadsworth

Responsible for the day-to-day operations of one or more teams in the call center. Plans, directs, manages, and evaluates team performance to ensure customers are receiving a high level of service; Ensures professional and courteous customer support services are delivered; Promotes a productive and positive relationship with customers; Serves as an escalation point for resolving the most difficult customer issues; Coordinate customer service activities with other internal functions; Make decisions regarding personnel actions and activities.

General Responsibilities

• Oversee one or more teams or customer service associates who handle customer service inquiries.
• Monitor operations to ensure adherence to service level standards and company/department policies and procedures.
• Ensure adequate phone coverage, including making decisions regarding scheduling changes.
• Act as an escalation point for resolving difficult customer issues.
• Evaluate the quality of customer service associates' calls from customers; provide feedback to reps on strengths and areas for improvement.
• Occasionally may communicate with clients, vendors, and other departments to ensure quality service delivery and customer satisfaction.
• Provide input for performance appraisals, disciplinary actions, and promotions.
• Provide coaching and mentoring to contact center agents.
• Approve and implement streamlining opportunities and process improvements.
• May serve as a backup to more senior customer service management in their absence.

Responsible for the in/outbound of calls from our members, insureds, contractors and carriers for receiving, reviewing, and processing claims regarding losses incurred by the member. The representative will work in a Call Center environment and must display a high level of empathy, customer service, attention to detail, while assisting the callers.

General Responsibilities:

• Bring high levels of empathy and customer service to inbound and outbound calls with insureds, members, carriers, and contractor partners.
• Review claim timelines and ensure accuracy in claim processing.
• Review claim security settings to maintain data integrity.
• Apply and adhere to customer service, restoration claim, and company policies and procedures, including script adherence.
• Promptly contact policyholders and dispatch certified contractors within 2 hours of loss receipt.
• Enter data accurately into client claims databases and other business applications.
• Ensure adherence to quality standards and assist in meeting business goals.
• Perform additional duties as assigned.

Responsible for managing and collecting outstanding payments from customers, ensuring accounts are up to date, and working with clients to resolve any billing issues.

General Responsibilities

• Used scripted conversation prompts to convey current account information and obtain payments.
• Processed immediate payments after conducting thorough research and analysis of the account.
• Maintained a calm and professional demeanor while providing excellent customer service on all calls in difficult situations.
• Handled a high call volume of inbound calls related to delinquent account reconciliation.
• Contacted clients who were behind on payments to set up payments plans and discuss restructuring options.