About this role
- Provide customer service to producers and contract owners by effectively responding to incoming phone calls related to life and/or annuities insurance 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.
- Cross-train on multiple functions to provide operational flexibility and support for peak demand periods throughout the year.
- Provide suggestions for improvement of current processes to management
- Supports team on escalated cases, Quality reviews, and Document mgmt. 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.
Bachelor�s Degree preferred, High School Diploma or GED or equivalent experience in financial institution operations, customer service, and/or annuity service operations Candidate preferred with contact center work experience in a similar environment in an Insurance process. However, candidate with no experience may be considered for the job.