Full-Time Customer Service Representative

The Role at a Glance

We are excited to bring on a Customer Service Representative to join our fast paced, high volume Annuity Contact Center team supporting our Insurance Operations organization in a work from home environment.

Background Details

The Annuity Operations team will provide you with several weeks of paid training where you will gain knowledge and skills in a diverse number of products. In addition, you will also receive ongoing training, coaching and development to continue to perform and grow in this fast-paced environment.

What you'll be doing

• Communicate with roughly 50-90 customers throughout the day, answering questions and providing information regarding their needs/questions through the utilization of multiple applications and platforms.
• Maintain customer confidentiality while complying with privacy regulations and meeting or exceeding department metrics, quality, and service standards.
• Perform research to respond to customer inquiries and document customer interactions in the appropriate systems.
• Take ownership of each call working to deescalate customer concerns as needed.
• Communicate effectively through phone/email with internal/external stakeholders in a customer centric and professional demeanor.
• Recognize general issues/concerns and identify/recommend process improvements to positively influence the team and quality.

Training Schedule: Monday – Friday 8:30am – 5:00pm EST for first 7-8 weeks.

Regular Schedule: Must be available to work 8-hour shifts Monday – Friday with earliest start of 7:55 am EST and ending no earlier than 6:05 pm EST.

Compensation: $22.21/hour

Must-have experience (Required):

• High School Diploma or GED.
• 2-3 Years of general client service experience that directly aligns with the specific responsibilities of this position.
• Ability to communicate effectively (verbal/written).
• Ability to work with others and demonstrate strong interpersonal skills.
• A strong passion for helping, servicing, and educating others while utilizing analytical skills and attention to detail while displaying optimism.
• Eagerness to learn and complete research.
• Organizational skills and ability to multitask.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and general computer navigation skills.
• Ability to adhere to policies, procedures, and guidelines.

Must-have capabilities:

• If on closing shift, must be able to work until queues are closed for the day. This would be no earlier than 6:05 EST.
• Must have ability to work from home in an environment conducive to being on the phone throughout the day.
• Must have internet bandwidth of 12 Mbps (Megabits per second). Preferred bandwidth is 25 Mbps to perform at full capacity.

Nice-to have Experience (Preferred):

• Prior Financial Services experience is a plus.
• Customer service experience or data entry experience while using multiple systems.

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