Job Title:Contact Center Representative
Brief Job Description:
The Call Center Representative is responsible for taking inbound calls and performing outbound calls to policy/contract owners or approved representation of the owners. Call Center is the main interaction many interactions many have with the home office. This first impression needs to include excellent communication and superior service which focuses on building relationships. Necessary skills include phone and email interaction as well as attention to detail. Ability to effectively multitask is essential in this position.
Responsibilities:
Provide customer service to producers and contract owners by effectively responding to incoming phone calls related to variable and fixed annuity products.
Perform outbound phone calls, as needed, to complete the fulfillment of requests and follow up on inquiries.
Effectively and efficiently communicate with customers by adhering to established call center protocols and performance standards
Update information in administrative and workflow systems to process producer and/or policyholder requests and claim requests within established time and quality standards
Remain current on changes and updates for products, processes, and operational procedures to ensure compliance with all required regulations and standards
Must maintain strict adherence to schedule, have excellent time management skills, and be energized by front-line customer service delivery in a fast-paced environment.
Provide suggestions for improvement of current processes to management
Basic Qualifications:
Life or annuity call center experience preferred.
Two-year college degree or equivalent experience in a financial institution operations department, customer service, or annuity product experience.
Knowledgeable in life or annuity products.
Must have sharp attention to detail and ability to perform with high degree of accuracy.
Strong analytical skills to review documents and reach sound decisions
Proven oral and written communication skill set.
Ability to:
Meet multiple performance targets at or above benchmark levels; including, but not limited to: accuracy, call quality, timeliness, and productivity.
Work harmoniously with peers within a small team environment to accomplish both personal and team performance goals.
Work with customers in a professional and empathic manner
Work overtime, as needed, to meet daily deadlines
Work simultaneously with multiple computer systems
Compute moderately difficult mathematical calculations
Available for 8-hour shift between 8am to 8pm working hours; Work from home