Our client is a fortune 500 company that aspires to make lives better by solving the financial challenges of our changing world! Customer Service Professionals are the first point of contact with our customers and our goal is to provide a customer centric, multi-channel, low effort experience for customers with complex financial needs. Being a Customer Professionals in the financial services industry allows individuals to develop technical expertise, critical thinking skills and a foundation of our client's life insurance solutions.
Job Summary
Under general supervision, The Customer Service Representative will provide comprehensive information and support to investors, policyholders, insureds, financial advisors, and field force and home office staff. The role primarily involves handling inbound calls related to Group Insurance Life products, services, and transactions. The representative will answer complex customer inquiries, often requiring deviation from standard procedures, and perform extensive research when necessary. This role requires extensive knowledge of company products and services, as well as the ability to provide technical guidance and procedural advice on a variety of complex customer service issues.
Key Responsibilities
- Inbound Call Management: Handle a high volume of inbound calls related to Group Insurance Life products, addressing customer inquiries on products, services, and transactions.
- Customer Support: Provide detailed information, troubleshoot issues, and offer solutions to complex customer service problems. This may involve extensive research and consultation with appropriate parties.
- Use of Systems: Utilize computerized systems for tracking, information gathering, providing information, and managing routine transactions.
- Promotion & Guidance: May promote products and services, and offer technical guidance on complex customer service issues requiring deep knowledge of financial products and transactions.
- Documentation & Referral: Refer to department records and consult with appropriate parties as needed for information. Maintain accurate documentation of customer interactions and transactions.
- Product Expertise: Act as a product expert, providing specialized knowledge and support on Group Insurance Life products.
Qualifications - Experience: Typically requires over three years of directly related customer service experience, preferably in a financial services or insurance environment.
- Skills:
- Strong verbal and written communication skills.
- Proficiency in using computerized systems for customer service.
- Ability to handle complex customer inquiries and provide technical guidance.
- Strong problem-solving skills and the ability to perform extensive research.
- Knowledge: Extensive knowledge of company products and services, especially Group Insurance Life products.
- Licensing: No licenses required at this time, but may be required to obtain a license according to product line in the future.
Work Environment - Location: This is a virtual, work-from-home position.
- Training: Comprehensive virtual training provided over 6-8 weeks, followed by permanent shift assignments.
- Shift: Various shifts available, including standard business hours and extended hours. Associates will work shifts between 8 AM and 8 PM.
- Work Requirements:
- Reliable high-speed internet connection.
- Quiet work environment free from distractions.
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