Customer Service Representative
3 weeks ago
We are seeking a highly skilled and customer-focused Customer Contact Specialist to join our team at Sammons Financial Group. As a key member of our customer service team, you will be responsible for providing exceptional support to our policyholders, agents, and internal stakeholders.
Key Responsibilities- Respond to inbound calls and emails from policyholders, agents, and internal stakeholders in a timely and professional manner.
- Provide accurate and helpful information regarding policy values, features, and benefits, as well as coverage options and other related topics.
- Assist with policy loans, billing, and accounting processing, as well as grace processing and lapse notification.
- Display a working knowledge of premium and contribution regulations, and correctly identify appropriate regulations to ensure proper handling of requests.
- Verify and provide explanation for tax documents, and consult and coordinate with other applicable departments as needed.
- Meet departmental expectations for phone and written quality, average handle time, held and consulted calls, and availability checks.
- Bachelor's degree preferred.
- Previous customer service/call center experience preferred.
- Ability to communicate effectively and tactfully with agents and policyholders.
- Knowledge of and ability to maneuver through multiple information screens.
- Excellent verbal and written communication skills.
- Strong organizational skills.
- Strong problem-solving skills.
- Ability to work efficiently and independently or in a team environment.
- Able to adapt to frequent change.
- Competitive benefit package, including health, dental, vision, company-paid retirement, PTO, and holiday pay.
- Employee Stock Ownership Plan (ESOP) for retirement savings.
- Healthy balance between work and personal life, including Friday afternoons off and generous PTO.
- Colleagues who support one another and model our core values.
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