Customer Experience Associate, Compliance (Hybrid)

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• Come Join ReSource Pro!”

ReSource Pro is looking for a Customer Experience Associate, Compliance, who provides front-line customer service support to Compliance customers by processing tasks related to insurance regulatory compliance, licensing, client intake and/or sales support, and responding to customer requests over phone and email. Work completed directly impacts trust and partnership with the client. The ideal candidate has a customer-first mindset and aims to deliver high-quality service in every customer interaction. Your Role... Client Support Receives and handles customer inquiries via inbound/outbound phone calls, email, and/or chat. Answers questions professionally and assists customers by completing a task or process for them. Provides exceptional customer service to customers. De-escalates frustrated customer situations and finds solutions to provide an exceptional customer experience. Operational Support & Process Execution Follows established processes and procedures to complete routine regulatory compliance, client intake and/or sales support 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 completing related reports. Accomplishes work in accordance with established procedures (call/email handle times, etc.) and tracks work and activities in established databases. Maintains accurate records in internal systems. Supports database updates. Assists with follow-ups on outstanding items. Supports team workload as assigned. Ensures all deadlines are met with accuracy. Maintains organized documentation. Escalates problems to senior team member or supervisor, lead, or management and takes initiative to find solutions. Teamwork and Collaboration Collaborates with co-workers and supervisors to meet client needs and contribute to achievement of internal team goals. Looks for opportunities to improve processes to better support clients and build knowledge and expertise in insurance regulatory compliance. Fosters a respectful and collaborative environment by upholding professionalism and engaging in constructive and respectful conversations. Supports a positive workplace culture by promoting open, solution-oriented communication, encouraging teamwork, and maintaining a focus on shared goals and productivity. What You Need to be Successful… High School diploma or equivalent 1-2 years of customer service or administrative experience required Microsoft Office proficiency: Word, Outlook, Excel, PowerPoint, and Access Excellent written and verbal communication skills Ability to address complaints and issues with effective solutions and a positive attitude Excellent time-management and prioritization skills Behavioral/Technical Skills; Competencies Customer-centric, enjoys providing a service and solving customer problems Strong written and verbal communication skills, able to convey information to clients and effectively de-escalate customer frustrations Team player committed to supporting other team members Process-focused and detail-oriented, committed to accurate documentation 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 the balancing of internal equity relative to other ReSource Pro employees. This is a remote position, and the salary range for most locations for this role is $18.00 per hour. The salary range may vary based on experience and on the specific geographic location in which the candidate resides. Your Benefits & Perks… 100% paid employee health insurance available on Day 1 Eligible for all medical, dental, and vision benefits on Day 1 Remote positions are Internet stipend-eligible 401k with employer match, vested on Day 1 HSA/FSA available Long-term and short-term disability employer-provided Generous PTO plan with paid holidays + floating holidays Development and growth opportunities Comprehensive wellness program and prioritization of employee health 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: Behavioral interview with Talent Acquisition Online talent assessment (if applicable) Hiring Manager interview *Additional interview steps may be added depending on the position or if further evaluation is needed. Disclosure: Candidates are evaluated at each step of the process. As a result, not every candidate will complete all steps in the process. About ReSource Pro: Focused exclusively on the insurance industry, ReSource Pro is a trusted strategic operations partner to insurance organizations seeking to increase their productivity and profitability. With a global team of more than 10,000 employees, ReSource Pro operates at the critical intersection of people, process, technology, and data to serve more than 1,800 clients across the carrier, broker, and MGA segments, consistently earning a +96% client retention rate for over a decade. It offers expert advisory services, proven business process management optimization, and transformative data and technology solutions. For the 15th time since 2009, it was recognized in 2024 by Inc. 5000 as one of the fastest-growing companies in the US. 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. 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.