Sr. Customer Specialist

4 weeks ago

Covington, United States Protective Life Full time

The work we do has an impact on millions of lives, and you can be a part of it.

We help protect our customers against life's uncertainties. Regardless of where you work within the company, you'll be helping provide protection and peace of mind when our customers need it most.

The Retirement Customer Support team delivers an exceptional customer experience via answering phone calls and emails for all retail retirement contract owners and financial advisors. Our Specialists are responsible for professional, accurate, and responsive contact resolution with a managed-money approach and mindset.

Primary Job Functions:

  • Retirement Customer Support Specialists communicate with financial professionals and customers primarily through phone and email providing a high-quality customer experience by projecting a professional and positive attitude.
  • Our Specialists utilize a variety of software tools to navigate contract information, research and review products, and communicate effective solutions in a fast-paced, team-oriented environment.
  • Retirement Customer Support Specialists are responsible for accurately documenting and resolving requests for account information and updates. This individual understands the digital customer experience and educates customers about easier and more efficient ways they can resolve future requests.
  • Responsible for accurately and efficiently taking and processing allocation change instructions within our variable products.
  • Consistently meets or exceeds established individual and team metric goals.

Qualifications:

  • 1+ years customer service required; contact center experience preferred
  • High school diploma/equivalent required
  • An Associate's or Bachelor's degree preferred
  • Financial Services experience (including Life Insurance, Annuities, Banking, Group Retirement, etc.) preferred
  • Annuity industry knowledge and experience a plus
  • Proficiency in a Windows based environment (Office 365 & Microsoft Teams) required
  • Strong client focused and managed-money mindset required
  • HOURS: Must be flexible between 7:30a-5p CST Monday – Friday. Actual shift times once in production are based on business needs and may vary between 7:30a-5p CST.
  • This position requires that you attend the training as scheduled -- training schedule for this position will be from 8:00a-4:30p CST.
  • This is position will be onsite to start, then hybrid after training (in office 3 days a week and remote/work-from-home 2 days), but can potentially lead to remote Full-Time.

Competencies/Skills Required:

  • Decision-Making & Problem-Solving skills – Able to intake information from multiple sources to evaluate problems and potential solutions. Understands how to use resources and job aids to follow documented procedures and processes. Has an awareness of financial risks when making processing decisions. Ability to mitigate fraud risks when performing account verification.
  • Communication skills -- Listens attentively and actively, asks clarifying questions and manages distractions and interruptions. Proficient spelling, punctuation, and grammar. Strong emotional intelligence and organizational skills as well as the ability to tailor communication style to match the caller.
  • High Aptitude for Learning – Embraces change and will take on the challenge of learning new information, systems, products, and procedures. Enjoys learning and seeks out training to further develop knowledge and understanding.
  • Dependability – Meets attendance and punctuality requirements.
Employee Benefits:

We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective's platform to improve wellbeing while earning cash rewards.

Eligibility for certain benefits may vary by position in accordance with the terms of the Company's benefit plans.

Diversity and Inclusion:

At Protective, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. Our goal is to grow and develop our people, attract diverse talent and support strong, diverse communities.

We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace all skills and abilities. Our aim is to create an equitable environment for all leaders and employees that will drive performance and impact business strategy. In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities and focus on retention of key talent.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing the talents of a diverse and inclusive workforce.

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