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
Ensure that the calls are handled as per procedures
Ensure that the assigned targets in accordance with SLA and any internal standards are met
Ensure that the quality of the call handling is in compliance with predefined parameters as defined by Process Excellence standards
Maintain and provide the relevant process reports in a timely manner
Ensure adherence to established attendance schedules
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 and death claim processing
Must have sharp attention to detail and ability to perform with high degree of accuracy.
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
