Customer Experience Analyst

Does working as part of a close-knit, friendly team inspire you? Do you find enjoyment in helping customers with their needs over the phone?
 Come Join ReSource Pro! 

Your Role...
ReSource Pro Compliance, is looking for an organized, team-oriented Customer Experience Analyst to join our customer service team (surplus lines) in Groesbeck, TX. This role provides front-line customer service support to ReSource Pro Compliance customers by processing tasks related to insurance regulatory compliance and responding to customer requests over the phone and email. This role may work on tasks related to client service, intake and/or sales support. This role is also responsible for training and mentoring more junior team members.


We hire the best because our service is only as good as the people delivering it. We’re committed to hiring individuals who engage in our amazing culture and embrace our Core Values: Commitment to Community, Teamwork, Passion for Excellence, Service-Centric, and Best Self.

In This Role, You Will...

• Receive and handle customer inquiries via inbound/outbound phone calls, email, and/or chat. Answer questions professionally and assists customers by completing a task or process for them; Provides exceptional customer service to customers
• Independently lead conference calls and meetings with customers 
• De-escalate frustrated customer situations and finds solutions to provide an exceptional customer experience
• Follow established processes and procedures to complete routine and mid-level complexity regulatory compliance and/or client intake tasks in a timely manner on behalf of the client. This may include gathering and verifying client information, inputting information into a variety of Compliance and/or State web-based systems and forms and completed related reports
• Accomplish work in accordance with established procedures (call/email handle times, etc.) and track work and activities in established databases. 
• Independently resolve low- and mid-level complexity problems escalated by Associates.  
• Escalate complex problems to senior team member or supervisor and takes initiative to find solutions
• Assist with training for new team members, and act as a resource to junior team members through ongoing mentorship and assistance
• Collaborate with co-workers and supervisors to meet client needs and contribute to achievement of internal team goals 
• Look for opportunities to improve processes to better support client and build knowledge and expertise in insurance regulatory compliance

What You Need to Be Successful...

• High School diploma or equivalent
• 2-4 years customer service experience
• MS Office - Word, Outlook, Access, and strong Excel skills
• Prior insurance industry experience preferred
• Customer-centric mindset, enjoy providing a service and solving customer problems
• Strong written and verbal communication skills, able to convey information to clients and effectively deescalate customer frustrations 
• Team player mentality and commitment to supporting other team members
• Process-focused and detail oriented, committed to accurate documentation 
• Technological proficiency – able to learn, utilize, and navigate a variety of external and internal systems

Your Compensation...
Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes annual bonus eligibility, benefits, and other opportunities at ReSource Pro. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity relative to other ReSource Pro employees. This is a hybrid position out of our office in Groesbeck, TX. The salary range for this location and role is $13.17-$27.66 per hour. The salary range could be lower or higher based on the specific geographic location in which the candidate resides.
Your Interview Process…
To be considered for this position, please submit your ap