Senior Process Associate

About the role

The Senior Process Associate will deliver exceptional customer service in a high‑volume call centre, handling inbound calls, emails and chat interactions. The role supports the company’s mission and values while focusing on client satisfaction and productivity.

Key responsibilities

• Answer incoming calls from the queue in a professional and courteous manner.
• Assist internal and external customers via email and chat channels.
• Provide accurate, knowledgeable, and efficient responses to customer inquiries.
• Transfer callers to appropriate departments and escalate issues to a supervisor when needed.
• Document interactions and notes in the policy database.
• Proactively recommend and upsell products based on customer needs.
• Enhance product knowledge by contributing to the knowledge base and reviewing competitor information.
• Foster a positive team environment and maintain strong relationships with peers and business partners.
• Consistently meet or exceed performance standards and attend weekly team meetings.

Required profile

• Minimum 12 months of experience in a customer‑facing role.
• High school diploma or GED required.
• Prior call‑center experience is a plus.
• Excellent verbal and written communication skills.
• Upbeat, friendly demeanor with a professional attitude.
• Ability to work independently, quickly, and accurately.
• Availability to work evenings, weekends, and holidays.

Required skills

• Proficiency with Microsoft Office products.