Customer Service Representative

1 week ago

Frederick, Maryland, United States Legal & General America Full time
Customer Care Associate Job Description

At Legal & General America, we strive to make a positive impact on the lives of our customers, partners, and colleagues. As a recognized leader in term life insurance, we're committed to transforming our business through innovation and technology to provide products and solutions that help American families secure their financial futures.

We're a future-focused company that values pace, energy, and collaboration. Our employees are passionate about what they do and how they do it, and we strive to create a unique environment where balance between work and life is possible. Our positive workplace culture is driven by our employees' passion, dedication, and hard work, as well as our career development opportunities, benefits, and employee activities.

The Customer Care Associate will provide exceptional customer service by managing all inquiries and follow-ups in a timely manner while meeting or exceeding pre-defined department and company standards.

Responsibilities:
  • Handle all inbound and outbound phone calls and written communications from internal and external inquiries while maintaining a positive, empathetic, and professional delivery.
  • Manage and control internal and external escalated issues, identifying when appropriate transfer is needed to a Team Lead or Manager.
  • Consistently meet pre-defined department goals for calls per hour, average handle time, auxiliary time, productivity, and quality.
  • Ability to learn and accurately navigate Customer Care applications (ECT, LifePro, Microsoft Word) to respond to customer inquiries and generate correspondence.
  • Review and process tasks within pre-defined productivity and quality standards.
  • Keep accurate policy records of customer interactions, transactions, comments, and complaints.
  • Lead the team in identifying Sales Opportunities for Direct to Consumer opportunities.
  • Collaborate with Workforce Planning to ensure capacity plan is maintained to meet Service Levels.
Qualifications:
  • High school diploma or equivalent.
  • College preferred.
  • ACS 100 preferred.
Experience/Knowledge:
  • 3+ years of experience in a customer service or administrative related position.
  • Knowledge of life insurance products.
  • Life, Property and Casualty or Health insurance experience preferred.
Skills:
  • Excellent communication skills, both verbal and written.
  • Excellent attendance and punctuality.
  • Ability to remain calm.
  • Strong customer service skills.
  • Analytical and technical skills.
  • Strong organizational skills and ability to prioritize.
  • Ability to work in a fast-paced environment.
  • Detail-oriented.
  • Ability to work independently, as well as within a team environment.
  • Effective decision-making skills.
  • Typing 50 WPM.

We offer a competitive compensation and benefits package focused on your overall wellbeing. Employee benefits include health, life, and dental insurance; 401K with company match up to 6% as well as a pension package; generous time off; and wellbeing initiatives throughout the year.

We value our teams and our communities and believe in giving back. Enjoy time off to volunteer for those causes that matter most to you.

If hired, employee will be in an at-will position and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. The Company reserves the right to change benefits plans at any time.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.

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