Remote Customer Experience Representative

The work we do has an impact on millions of lives, and you can be a part of it.We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most. We are seeking dedicated professionals who are passionate about delivering exceptional service and making a difference in the customer service process.At this time, a Customer Experience Representative (CX Operations Specialist) is needed to assist with loading and balancing all incoming contracts and payments into the administrative system in a timely manner. Assists with customer and dealer cancellations and contract inquiries. Works under immediate supervision, relying on instructions and pre-established guidelines to perform job functions. In this role, you play a crucial role in protecting the interests of the administration company by following the guidelines of each contract Protective administers while providing knowledge to the customers and dealers. Work Schedule: Monday- Friday, 8:00am - 4:30pm CST.  ** LOCAL APPLICANTS WILL BE CONSIDERED FOR INTERVIEW (Farmers Branch, Dallas area applicants) ** Starting range of pay: $21.00 - 22.00 per hour, depending on experience!  Protective offers a Comprehensive Benefits Package! Applicants considered for interview with have: Have the ability to work in a fast-paced environmentBe proficient in Microsoft Office programs such as Outlook, Excel, and WordBe detail-oriented, accurate, and highly organizedEssential Functions: Process all missing information and pending contracts by reviewing contract eligibility and standard guidelinesMake contract corrections in the system per dealer requestsUpdate notes in the system for all emails received and contract-related phone callsProcess ACH remittancesAnswer customer questions regarding contracts and cancellationsProvide cancellation quotes and process cancellationsAssist dealers with navigating the Dealer PortalCollaborate with the rates teams when products are not consistent on incoming contractsManage incoming checks daily before giving them to the accounting departmentContact dealers/agents for contract rejections and issuesManages closing each week and sends out targets to the proper peopleBacks up the manager when they are outLoad and balance all contract payments into the systemAdd new users to the Dealer Portal per dealer requestsNet approved claims on batchesProcess contract transfers and cancel/rebookContact dealers/agents for contract rejections and issuesReply to production department emails for assistance with invoices, refunds, and general questionsAssist with yearly auditsOther duties as assignedEducation and Qualification Requirements:High school diploma or equivalentMinimum 2 years of basic administrative experienceAbility to type 10,000 keystrokes alphanumeric with a minimum 90% accuracyProficient in Microsoft Office programs such as Outlook, Excel, and WordDetail-oriented, accurate, and highly organizedExcellent written and verbal communication skillsReliable and punctualAbility to plan, organize, prioritize, and complete assignments in a timely mannerAbility to work both collaboratively and independentlyAbility to manage environmental and process change in a positive mannerAbility to perform basic math functions, such as addition, subtraction, multiplication, and divisionPreferred Requirements:Ability to work in a fast-paced environmentAbility to communicate and work with a diverse teamWork Environment and Physical Requirements:Vision acuity required to include close vision, color vision, distant vision, and the ability to adjust focusAbility to grasp objects such as a telephone or computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipmentAbility to walk, stand, reach with hands and arms; stoop, kneel, crouch, and lift up to 25 poundsAbility to frequently sit for long periods of timeAbility to hear and talk, both in person and by phoneAbility to spend extended hours in front of a computer screen$21 - $22 an hourProtective’s targeted compensation for this position is $21.00 - $22.00 hourly. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective’s total compensation package for employees. This position also offers additional incentive opportunities through an annual incentive based on individual and Company performance.Employee Benefits:  We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health.  Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.   Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.Accommodations for Applicants with a Disability:If you require an accommodation to complete the application and recruitment process due to a disability, please email [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.Please note that the above email is solely for individuals with disabilities requesting an accommodation.  General employment questions should not be sent through this process.We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.