Job Description
*Job Summary**
This position is responsible for managing a high volume of inbound calls efficiently and providing accurate information regarding life and annuity claims. The role does not involve supervisory responsibilities.
**Duties and Responsibilities**
- Professionally handle incoming calls and ensure inquiries and issues are resolved promptly and thoroughly.
- Manage a large volume of inbound calls in a timely manner.
- Efficiently research and document call reasons and resolutions, with a focus on privacy regulations.
- Handle inquiries in the best interest of both the customer and the company.
- Provide quality service and support to various stakeholders, including Financial Advisors, Claimants, and Exchange Companies/Funeral Home Assignment Companies. Follow documented procedures and guidelines when providing service.
**Experience and Education Requirements**
- High School diploma or equivalent.
- At least one year of experience in customer service or a call center, preferably in the insurance industry.
**Knowledge, Skills & Abilities**
- Demonstrate a basic understanding of the company's structure and product/service offerings within the respective coverage area.
- Maintain effectiveness in a changing internal environment, such as assignment to a new role or functional group.
- Handle customer questions and concerns in a timely and professional manner.
- Show awareness of workloads and assist team members regardless of task ownership.
- Begin to develop the skillset to frame messages appropriately with coaching and guidance.
- Develop awareness of new techniques, methods, and practices.
- Demonstrate basic awareness and understanding of digital techniques, methods, and tools used in the company.
- Interact with customers appropriately on an as-needed basis.
- Ask thoughtful questions to understand business objectives or desired outcomes.
- Demonstrate the ability to self-organize, set priorities, and manage workload.
- Show a basic understanding of how the current job fits into the organizational vision.
- Demonstrate awareness of workload and share updates on availability with the manager.
- Understand and work to improve basic processes and systems.
- Understand basic data concepts.
- Accept and own assigned project tasks; understand the impact within the team or organization.
- Understand expectations for interaction with vendors.
- Contribute to deliverables by executing work and providing team members with appropriate status updates.
- Demonstrate risk awareness and understand risk mitigation strategies.
**Other Requirements**
- Perform other functions, duties, and projects as assigned.
- Maintain regular and punctual attendance.
- Some travel may be required (less than 10%).
**Work Environments**
We believe in an employee-centric flexible environment, offering in-office, hybrid, and remote work arrangements. During the hiring process, you'll work with your leader to decide what works best for your role.
We comply with federal and state disability laws and make reasonable accommodations for applicants and candidates with disabilities, unless such accommodation would cause an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, please contact us.
Join our employee-centric hybrid work environment.
**About Us**
Since 1959, we have offered annuity and life insurance products to those seeking security in retirement and protection during life's unexpected events. As a national Top Workplace and a proud equal opportunity employer, our team members are empowered, collaborative, dynamic, and authentic. We believe that by embracing these values, we will continue to build and strengthen the company while remaining a great place to work.
Employment Type: Full-Time
Salary: $ 80,000.00 120,000.00 Per Year
Job Tags
Full time, Flexible hours,