Senior Associate

🔥 0 minutes ago

🌐 Romania, United States – Remote

🇷🇴 Romania – Remote 🇺🇸 United States – Remote

💵 $19 / hour

⏰ Full Time

🟠 Senior

✨ Associate

👻 Ghost score 0%

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WNS

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1996

⚖️ Legal

📦 Logistics

📣 Marketing

Legal • Logistics • Marketing

WNS is a global business process management company that operates across 13 countries with over 66 delivery centers and employs more than 62,000 people. The organization is committed to inclusivity and diversity, fostering a unique culture of co-creation and continuous learning. WNS offers various career opportunities across the Asia Pacific, Europe, Africa, and the Americas, and prides itself on its transparent and merit-based recruitment process. As a leader in its field, WNS focuses on nurturing future leaders and decision-makers while maintaining a strong emphasis on social responsibility through initiatives like the WNS Cares Foundation.

📋 Description

• Deliver a positive, knowledgeable, and professional service experience to customers and agents • Handle approximately 50 inbound and outbound calls per day, resolving Property & Casualty policy and billing inquiries • Document customer interactions, policy updates, and resolutions accurately within internal systems • Meet or exceed performance expectations for customer experience, quality, handle time, adherence, and productivity • Adhere to company policies, confidentiality standards, and security protocols • Participate in required training, self-learning modules, and ongoing development to maintain licensure, product knowledge, and performance standards • Collaborate with supervisors and team members to review service trends, address customer issues, and support continuous improvement initiatives • Manage back-to-back calls, multiple systems, and potentially difficult or irate customers in a high-volume phone-based environment • Maintain a dedicated, quiet work-from-home environment free from distractions

🎯 Requirements

• Active Property & Casualty (P&C) or Personal Lines Agent License in the resident state • Equivalent to a high school diploma or GED • Prior customer service or call center experience in a fast-paced, high-volume environment, handling back-to-back calls and navigating multiple systems • Ability to work flexible schedules within operating hours (7:00 AM–2:00 AM EST), including weekends and holidays, and accommodate schedule changes on short notice • Comfortable working in a metrics-driven environment with defined performance goals (CX scores, handle time, quality, adherence, and productivity) • Ability to perform essential job duties with or without reasonable accommodation in a remote work setup • Access to a reliable internet connection and a quiet, dedicated workspace • Willingness to complete typing test (24 WPM / 80% accuracy) and other pre-employment assessments as part of the hiring process

🏖️ Benefits

• Medical, dental, and vision insurance • Paid time off (PTO), holidays, and sick leave • 401(k) with company match or other retirement plan • Life and AD&D Insurance • Work from home • Internet re-imbursement • Employee Assistance Program • Performance-based bonuses, incentive pay, or commissions may be available