Insurance Operations Lead overseeing insurance workflows and driving process improvements using emerging technologies. Collaborating with stakeholders to deliver efficient and compliant insurance operations.
About the role
- Analyst supporting customer operations at Cummins through inquiries and service performance monitoring. Utilizing established procedures and contributing to continuous improvement initiatives.
Responsibilities
- Respond to customer inquiries via phone, chat, and email with prompt and professional assistance.
- Document customer interactions thoroughly within relevant Cummins systems.
- Resolve routine issues using foundational product knowledge and established procedures.
- Escalate non-standard or complex cases with complete documentation for timely resolution.
- Maintain strong understanding of Cummins service processes, tools, products, and warranty procedures.
- Suggest improvements that enhance efficiency and elevate the customer experience.
- Manage subscription-related operations for Cummins products.
- Coordinate with Product Development, QA, and cross-functional teams on technical cases.
- Track support tickets, maintain SLA compliance, and contribute to performance reporting.
- Guide team members by sharing product knowledge and best practices.
- Analyze customer feedback to identify opportunities for product and service enhancements.
- Stay updated with product features, releases, and support requirements.
Requirements
- Previous experience in customer service, support operations, or call center environment.
- Strong communication and interpersonal relationship-building skills.
- Detail-oriented with solid problem-solving ability.
- Comfort working in rotational/night shifts.
- 3–5 years of total work experience in customer support, subscriptions support, or operations.
- Familiarity with CRM platforms (Salesforce), omnichannel tools (e.g., Genesys), and support ticketing systems.
- Experience working with performance metrics and service improvement.
- Exposure to analytics tools for reporting and insights.
- Ability to work in a 24×7 shift structure (primarily night shifts).
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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