Center of Excellence Specialist

Coface is one of the main international actors in the Trade Insurance business and is committed to deliver exceptional client experience.  We are seeking motivated and client focused talent to join our dynamic Center of Excellence team who will engage with our customers and partners to provide our Level 1 support and drive customer satisfaction.

As a Center of Excellence Specialist you will play a fundamental role in ensuring client satisfaction and building a positive and seamless relationship with our customers

and brokers. You will be the first point of contact with our clients addressing inquiries

resolving issues and coordinating internal escalation as needed.  The focus of the team is to provide best-in-class service.

Responsibilities to include:

• Intake and assess the needs of incoming calls emails and tickets to determine how to effectively and efficiently handle
• Become proficient with the systems tools and workflows needed to support the full range of products & services managed by the Center of Excellence.
• Interface with the Level 2 domain experts in relation to Client requests that require additional support due to complexity or licensing and to ensure the necessary follow-up with the client or broker.
• Create exceptional customer experiences

Qualifications :

• Effective communication skills both verbal and written.
• Complex problem-solving abilities and resilience.
• Curiosity for continuous learnings and seeking solutions leveraging multitude of tools and resources. 
• 3-5 years previous Customer Service or Call Center experience in insurance or financial services sectors if preferred.
• Bilingual in Spanish a plus.
• We are looking for someone who can support clients across North America with primary coverage in Central and Eastern Time Zones.
• Associate degree is required (Bachelors Degree is a plus).
• Additional education or certification in customer service is advantageous.

Additional Information :

Remote Work :

Yes

Employment Type :

Full-time