Job Description

Customer Service Representative

In the role of Senior Process Associate you will be responsible for delivering accurate and courteous responses to telephone inquiries from contract owners, agents and third parties. You will utilize multiple department systems to provide accurate information and will be expected to comprehend and explain life and annuity products. You will be working in a fast-paced call center environment and during your day-to-day responsibilities, and you’ll maintain a positive and professional demeanor while meeting or exceeding quality and efficiency goals.

Your responsibilities include but may not be limited to

• Manage large amounts of inbound calls in a timely manner
• Identify customers’ needs, clarify information, research every issue, and provide solutions
• Provides excellent customer service by responding to email and phone requests.
• Escalates needed issues to designated level to ensure service results in customer satisfaction.
• Executes transaction processing in order to meet timeliness and quality standards.
• Works with team to meet service and quality standards.
• Build sustainable relationships and engage customers by processing the extra mile.
• Completes internal and external training for new or revised processes as needed.
• Keep records of all conversations in our call center database in a comprehensible way
• Assists with additional agent issues as needed.

Qualifications:

Required

• High School Diploma or GED Equivalent.
• At least 1 years of experience in the job description below

Preferred

• Intermediate level of experience with Microsoft Outlook, Excel, and Word.
• Proven track record and experience working in a fast-paced team environment with ability to meet high productivity levels and tight deadlines for service delivery.
• Excellent service orientation and work ethic
• Must be committed to protecting client and producer confidential information.
• Must be able to work independently with minimal direction.
• Excellent interpersonal skills, internal and client facing.
• Strong analytical, organization and communication skills (written and verbal).

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