Customer Service Representative
7 days ago
Requirements:
- Must be able to work a hybrid onsite schedule (3 days per week) in Zionsville, IN 46077
- 1+ years’ experience in life insurance and/or annuities
- 1-+ years’ customer service and/or high-volume call center experience
- Exceptional interpersonal and customer service skills with the ability to diffuse difficult service situations
- Organized, detail oriented, and able to multi-task
- Quick thinking to resolve inquiries and meet customers' needs
- Must be resourceful and effective in dealing with diverse situations
- Proficient computer skills including keyboarding and various software packages such as MS Word and Excel and customer relationship management (CRM) applications
Main Accountabilities:
- Meets and achieves department standards for phone availability/logged in times, quality audits, call handle ratio, and documenting call activity in the administration system.
- Answers incoming telephone inquiries from customers or their representatives; validates the identity of the caller prior to any information being released.
- Strives to resolve each inquiry and knows when to escalate calls to ensure exceptional service for the caller.
- Prepares illustrations for the annuitization of deferred annuity contracts and communicates living benefit payout information for fixed indexed annuities.
- Distributes the appropriate service forms to customers, beneficiaries and agents via mail or fax, with instructions for completing and returning documents for processing.
- Completes tasks such as return mail, 1035 transfer follow ups, and returning voicemails, in addition to completing requests for forms and address changes.
- Participates in special projects that help support Contract Administration, Customer Service or Agency Service units. May work on special project teams that cross department lines.
- Partners closely with internal and external business partners including our Marketing organization and Policy Services team.
Compensation:
$23/hour to $27/hour. Exact compensation may vary based on several factors, including skills, experience, and education.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.
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