Primary Duties and Responsibilities

• Delivers a personalized and remarkable experience for our clients by answering their questions, providing servicing options and helping them with their products or services in a call center environment.

• Resolves inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions and is learning to become proficient in complex work.

• Researches and evaluates possible solutions to semi-complex problems that requires identifying root cause and some deviations from procedures

• Takes ownership of calls and begins to anticipate future issues to avoid repeat calls and unnecessary call transfers

• De-escalates client experience situations and applies skills learned in Effortless Experience training (CEB) to all situations.

• Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.

• Embraces new technology, educates clients and Financial Representatives on our client website and self-service capabilities and understands risks and impacts that the transaction has on the client or policy.

• Embraces change by keeping an open mind to new ideas, and readily adjusts to new or changing processes.

• Embraces continuous improvement by identifying opportunities for improvement.

• Fosters a professional relationship with our clients to enhance brand loyalty.

• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards.

• Multi-tasks between phone and casework/transactional duties with the high degree of accuracy and quality.

Qualifications

• Associates degree in business or related field or equivalent combination of education and experience.

• Minimum of 1 year related customer service experience with proven customer service skills.

• Strong written and verbal communication skills.

• Ability to multi-task and handle high volume of calls/case load with the greatest possible degree of accuracy.

• Strong organization skills with the ability to prioritize tasks.

• Ability to welcome change and embrace continuous improvement in a fast-paced work environment.

• A strong desire to continuously learn and improve.

• Strong problem-solving skills and ability to provide options.

• Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages.

• Ability to navigate multiple systems and applications to complete standard requests.

• Successful completion of any required testing.