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

• Proficient at resolving inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions in a registered area and is learning to become proficient in complex work.

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

• Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers

• Ability to de-escalate client experience situations effectively while guiding clients through complex and unique inquiries.

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

• Embraces new technology and serves as an advocate for website and self-service capabilities by educating clients and field. Understands risks and impacts that the transaction has on the client or policy.

• Understands how systems connect to processes and outcomes.

• Drives change and embraces continuous improvement by creating processes and provisions to accommodate change.

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

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

• Adept at shifting work priorities to meet the needs of the business and customer demand.

Qualifications

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

• Minimum of 2 years related customer service experience with proven customer service skills

• Advanced understanding of Investment or Income markets or products (i.e. VA, VL, VUL Retirement or Business markets)

• A basic understanding of tax implications

• Advanced 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.

• 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

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