Customer Experience Representative

Customer Experience Representative (CX Operations Specialist)

The work we do has an impact on millions of lives, and you can be a part of it. We help protect our customers against life's uncertainties. Regardless of where you work within the company, you'll be helping provide protection and peace of mind when our customers need it most.

We are seeking dedicated professionals who are passionate about delivering exceptional service and making a difference in the customer service process.

At this time, a Customer Experience Representative (CX Operations Specialist) is needed to assist with loading and balancing all incoming contracts and payments into the administrative system in a timely manner. Assists with customer and dealer cancellations and contract inquiries. Works under immediate supervision, relying on instructions and pre-established guidelines to perform job functions. In this role, you play a crucial role in protecting the interests of the administration company by following the guidelines of each contract Protective administers while providing knowledge to the customers and dealers.

Work Schedule: Monday- Friday, 8:00am - 4:30pm CST. Local applicants will be considered for interview (Farmers Branch, Dallas area applicants).

Starting range of pay: $21.00 - 22.00 per hour, depending on experience! Protective offers a comprehensive benefits package!

Applicants considered for interview with have:

• Have the ability to work in a fast-paced environment
• Be proficient in Microsoft Office programs such as Outlook, Excel, and Word
• Be detail-oriented, accurate, and highly organized

Essential Functions:

• Process all missing information and pending contracts by reviewing contract eligibility and standard guidelines
• Make contract corrections in the system per dealer requests
• Update notes in the system for all emails received and contract-related phone calls
• Process ACH remittances
• Answer customer questions regarding contracts and cancellations
• Provide cancellation quotes and process cancellations
• Assist dealers with navigating the Dealer Portal
• Collaborate with the rates teams when products are not consistent on incoming contracts
• Manage incoming checks daily before giving them to the accounting department
• Contact dealers/agents for contract rejections and issues
• Manages closing each week and sends out targets to the proper people
• Backs up the manager when they are out
• Load and balance all contract payments into the system
• Add new users to the Dealer Portal per dealer requests
• Net approved claims on batches
• Process contract transfers and cancel/rebook
• Contact dealers/agents for contract rejections and issues
• Reply to production department emails for assistance with invoices, refunds, and general questions
• Assist with yearly audits
• Other duties as assigned

Education and Qualification Requirements:

• High school diploma or equivalent
• Minimum 2 years of basic administrative experience
• Ability to type 10,000 keystrokes alphanumeric with a minimum 90% accuracy
• Proficient in Microsoft Office programs such as Outlook, Excel, and Word
• Detail-oriented, accurate, and highly organized
• Excellent written and verbal communication skills
• Reliable and punctual
• Ability to plan, organize, prioritize, and complete assignments in a timely manner
• Ability to work both collaboratively and independently
• Ability to manage environmental and process change in a positive manner
• Ability to perform basic math functions, such as addition, subtraction, multiplication, and division

Preferred Requirements:

• Ability to work in a fast-paced environment
• Ability to communicate and work with a diverse team

Work Environment and Physical Requirements:

• Vision acuity required to include close vision, color vision, distant vision, and the ability to adjust focus
• Ability to grasp objects such as a telephone or computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment
• Ability to walk, stand, reach with hands and arms; stoop, kneel, crouch, and lift up to 25 pounds
• Ability to frequently sit for long periods of time
• Ability to hear and talk, both in person and by phone
• Ability to spend extended hours in front of a computer screen

$21 - $22 an hour Protective's targeted compensation for this position is $21.00 - $22.00 hourly. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective's total compensation package for employees. This position also offers additional incentive opportunities through an annual incentive based on individual and Company performance.

Employee Benefits:

We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health. Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective's platform to improve wellbeing while earning cash rewards.

Eligibility for certain benefits may vary by position in accordance with the terms of the Company's benefit plans.

Accommodations for Applicants with a Disability:

If you require an accommodation to complete the application and recruitment process due to a disability, please email View email address on click.appcast.io. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.