Center of Excellence Specialist

Company Description

At Coface, we make trade happen everyday.

Our 5,200 experts representing 80+ nationalities in 58 countries are united by a shared purpose: helping companies navigate through uncertainty by empowering them to make the right decisions and trade smarter in a complex world.

With nearly 80 years of global experience, we offer companies a full range of solutions: Trade Credit Insurance, Business Information, Debt Collection, Single Risk insurance, Surety Bonds, Factoring — all driven by a unique data patrimony, cutting-edge technology, innovation and a deep understanding of the global economy.

Joining Coface means being part of a close-knit international organization, where your ideas matter.  We foster a culture of learning, collaboration and inclusion where you are given responsibilities and can see the impact of your actions.

Shape the future of trade with us. Join our Happeners!

Job Description

Coface is one of the main international actors in the Trade Insurance business and is committed to deliver exceptional client experience.  We are seeking motivated and client focused talent to join our dynamic Center of Excellence team who will engage with our customers and partners to provide our Level 1 support and drive customer satisfaction.

As a Center of Excellence Specialist, you will play a fundamental role in ensuring client satisfaction and building a positive and seamless relationship with our customers

and brokers. You will be the first point of contact with our clients, addressing inquiries,

resolving issues and coordinating internal escalation as needed.  The focus of the team is to provide best-in-class service.

Responsibilities to include:

• Intake and assess the needs of incoming calls, emails and tickets to determine how to effectively and efficiently handle
• Become proficient with the systems, tools and workflows needed to support the full range of products & services managed by the Center of Excellence.
• Interface with the Level 2 domain experts in relation to Client requests that require additional support due to complexity or licensing, and to ensure the necessary follow-up with the client or broker.
• Create exceptional customer experiences

Qualifications

• Effective communication skills, both verbal and written.
• Complex problem-solving abilities and resilience.
• Curiosity for continuous learnings and seeking solutions leveraging multitude of tools and resources. 
• 3-5 years previous Customer Service or Call Center experience in insurance or financial services sectors if preferred.
• Bilingual in Spanish a plus.
• We are looking for someone who can support clients across North America, with primary coverage in Central and Eastern Time Zones.
• Associate degree is required (Bachelor’s Degree is a plus).
• Additional education or certification in customer service is advantageous.

Additional Information