Customer Experience Associate, Compliance (Hybrid)

About the role

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.

Responsibilities

• Receive and handle customer inquiries via inbound/outbound phone calls, email, and/or chat; answer questions professionally and assist customers by completing a task or process.
• Provide exceptional customer service; de-escalate frustrated customer situations and find solutions to deliver an exceptional customer experience.
• Follow established processes and procedures to complete routine regulatory compliance, client intake and/or sales support tasks in a timely manner; gather and verify client information, input information into various Compliance and/or State web-based systems and forms, and complete related reports.
• Accomplish work in accordance with established procedures (call/email handle times, etc.) and track work and activities in established databases; maintain accurate records in internal systems and support database updates.
• Assist with follow-ups on outstanding items; support team workload as assigned; ensure all deadlines are met with accuracy; maintain organized documentation.
• Escalate problems to senior team member or supervisor, lead, or management and take initiative to find solutions.
• Collaborate with co-workers and supervisors to meet client needs and contribute to achievement of internal team goals; look for opportunities to improve processes to better support clients and build knowledge and expertise in insurance regulatory compliance.
• Foster a respectful and collaborative environment by upholding professionalism and engaging in constructive and respectful conversations; support a positive workplace culture by promoting open, solution-oriented communication, encouraging teamwork, and maintaining a focus on shared goals and productivity.

Requirements

• High school diploma or equivalent.
• 1‑2 years of customer service or administrative experience.
• 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.

Skills

• Customer‑centric; enjoys providing service and solving customer problems.
• Strong written and verbal communication skills; able to convey information to clients and effectively de‑escalate frustrations.
• Team player committed to supporting other team members.
• Process‑focused and detail‑oriented; committed to accurate documentation.

Benefits

• 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.
• 401(k) 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.