Sr. Customer Specialist
3 weeks ago
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 preferredHigh school diploma/equivalent requiredAn Associate's or Bachelor’s degree preferredFinancial Services experience (including Life Insurance, Annuities, Banking, Group Retirement, etc.) preferredAnnuity industry knowledge and experience a plusProficiency in a Windows based environment (Office 365 & Microsoft Teams) requiredStrong client focused and managed-money mindset requiredHOURS: 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.
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