Production Agent Level 1

About the Role

The role of Production Agent Level 1 is centered on delivering effective technical assistance and resolving client issues promptly either independently or via escalation to meet agreed service levels. The agent supports the process through managing transactions while adhering to quality standards and actively listening to client requests through phone or email communications in a professional and respectful manner.

Responsibilities

• Manage and process client transactions ensuring compliance with quality benchmarks.
• Respond to incoming client support requests via telephone or email with courtesy and efficiency.
• Record detailed client information and nature of issues encountered.
• Update availability status in the workflow system to maintain process productivity.
• Track and log all queries including troubleshooting steps and outcomes.
• Adhere to standardized processes for resolving client queries within defined SLAs.
• Utilize and maintain knowledge bases and FAQs to facilitate swift problem resolution.
• Learn relevant product information to enhance engagement and troubleshooting effectiveness.
• Analyze call data to identify recurring issues and proactively prevent future problems.
• Maintain customer-facing self-help documentation to accelerate resolution times.
• Recognize critical issues and escalate to leadership when resolution is overdue.
• Ensure all product disclosures are communicated to clients during interactions to prevent legal issues.
• Demonstrate excellent diagnostic and troubleshooting skills to promptly resolve client concerns.
• Guide clients through product menus and help them understand features clearly.
• Keep comprehensive logs of all customer interactions following established procedures.
• Offer alternative solutions when appropriate, focusing on customer retention.
• Communicate clearly and adapt messages to fit audience needs and situations.
• Conduct follow-ups and scheduled callbacks to gather client feedback and ensure contract adherence.
• Engage in continuous learning and training to maintain up-to-date product knowledge.
• Collaborate with team leaders to identify training needs and improve service delivery.
• Maintain professional development and network to enhance job knowledge.

Performance Metrics

• Number of cases resolved daily, compliance with quality/process standards, and SLA adherence.
• Pulse score and customer feedback evaluation.
• Productivity rates, training hours completed, and attendance record.

Mandatory Skill

Claims Processing expertise is required.

Additional Information

This position is part of a forward-thinking digital transformation firm committed to continuous reinvention and empowerment. Candidates will join a workplace fostering professional growth and innovation.