Customer Experience Associate, Compliance (Hybrid)

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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...

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.

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.

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.

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

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

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.

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.

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.

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.