Customer Experience Analyst

Join ReSource Pro!

Come join ReSource Pro Compliance as 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.

In this role, you will:

• Receive and handle customer inquiries via inbound/outbound phone calls, email, and/or chat. Answer questions professionally and assist customers by completing a task or process for them
• Independently lead conference calls and meetings with customers
• De-escalate frustrated customer situations and find 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
• Accomplish work in accordance with established procedures and track work and activities in established databases
• Independently resolve low- and mid-level complexity problems escalated by Associates
• Escalate complex problems to the senior team member or supervisor and take 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 the 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 application. If you meet the qualifications for the role, a member of our Talent Acquisition team will be in touch to schedule an interview via Zoom. The standard interview process includes:

1. Behavioral Interview with Talent Acquisition
2. Online Talent Assessment
3. Hiring Manager Interview

Your benefits & perks:

• Generous PTO plan with paid holidays + floating holidays
• 100% paid Employee Healthcare on Day 1
• Eligible for all medical, dental, and vision benefits on Day 1
• 401k with employer match, vested on Day 1
• Opportunity to work for a growing, global organization
• Ability to engage with clients and internal partners to make an impact
• Organization-wide focus on growth and development

About ReSource Pro: Focused exclusively on the insurance industry, ReSource Pro is the trusted partner insurance organizations rely on to optimize performance, streamline operations and process engineering, and drive growth. Serving 2,000+ carriers, brokers, wholesalers, and MGAs, ReSource Pro is a recognized market leader in insurance workflow optimization, data and technology services, and strategic operating model transformation. Maintaining a 96%+ client retention rate for over a decade, ReSource Pro is the only firm serving the insurance industry to have earned a spot on the Inc. 5000 list 16 times—placing it among the top 0.02% of repeat honorees across all sectors in the Inc. list's 40+ year history.

Equal Employment Opportunity Policy: ReSource Pro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.