Senior Process Associate

About the role

The Senior Process Associate provides top‑tier customer service in a call‑center environment, handling travel‑insurance inquiries while supporting the company’s mission and values. The role requires evening, weekend, and holiday availability and reports to the Customer Service Supervisor.

Key responsibilities

• Answer incoming calls from the queue in a professional, courteous manner.
• Assist customers via email and chat, ensuring accurate and efficient responses.
• Enter detailed notes in the policy database and transfer calls to appropriate departments.
• Escalate complex issues to the supervisor as needed.
• Proactively recommend and upsell relevant products based on customer needs.
• Contribute to knowledge‑base articles and stay updated on coverage, procedures, and competitor offerings.
• Maintain a positive team environment and consistently meet performance standards.

Required profile

• High School Diploma or GED equivalent.
• Minimum 12 months of customer‑service or client‑facing experience.
• Availability to work Monday‑Friday, 8 am‑6 pm, with evenings, weekends, and holidays as required.
• Fully bilingual in Spanish and English (preferred).
• Excellent verbal and written communication skills.
• Strong interpersonal skills, active listening, and ability to meet tight deadlines.

Required skills

• Proficiency with Microsoft Office applications.

What we offer

• Opportunity to work for a global leader in business process management.
• Professional development and career‑path growth within the Customer Service department.