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Client Relations Representative

2 months ago

West Des Moines, Iowa, United States Sammons Financial Group Full time

Position Overview:
As a vital member of our team, you will engage with policyholders, agents, and internal departments to address customer inquiries and needs. Your approach will prioritize customer satisfaction, guided by our corporate values in every interaction.

Key Responsibilities:

- Serve as the primary contact for incoming calls, delivering assistance to agents, policyholders, and other stakeholders through both verbal and written communication in a courteous and professional manner.
- Handle inquiries related to policy details, features, benefits, coverage options, and performance metrics, ensuring compliance with company policies and service standards.
- Maintain a comprehensive understanding of our product offerings and stay updated on procedural changes through ongoing training.
- Address questions regarding policy loans, billing processes, and notifications, ensuring accurate information is provided.
- Demonstrate knowledge of premium regulations and ensure requests are processed in accordance with applicable guidelines.
- Collaborate with various departments, including New Business and Customer Correspondence, to facilitate seamless service delivery.
- Submit timely requests through our workflow system, adhering to departmental procedures and service level agreements.
- Strive to meet departmental metrics for quality and efficiency in both phone and written communications.
- Assist agents and policyholders in navigating our online resources, troubleshooting issues, and managing preferences.
- Proactively identify and resolve potential issues to enhance customer experience and prevent service disruptions.
- Balance multiple responsibilities, including calls, emails, and documentation, while demonstrating exceptional customer service skills.
- Utilize various software systems, including Microsoft Office, to manage tasks effectively.
- Provide feedback and insights to leadership for continuous improvement of processes and services.

Qualifications:
- Preferred Bachelor's Degree
- Previous experience in customer service or call center environments is advantageous
- Strong communication skills, both verbal and written
- Ability to navigate multiple information systems efficiently
- Excellent organizational and problem-solving abilities
- Capacity to work independently or collaboratively in a team setting
- Adaptability to changing circumstances and priorities

Suitability Requirements:
- A criminal background check is mandatory.
- Additional checks may be required based on specific business unit regulations.

Company Overview:
Sammons Financial Group offers a comprehensive benefits package, including health, dental, and vision coverage, along with a company-funded retirement plan. We emphasize a healthy work-life balance, providing generous paid time off and holidays. Our incentive programs reward performance and contributions to the company’s success. We foster a supportive culture where colleagues collaborate and uphold our core values.

Pay Transparency:
Salary ranges are determined by various labor market factors, and starting salaries are based on qualifications and experience. For specific salary information related to your market, please inquire.

Work Authorization:
Currently, we are not considering candidates requiring immigration sponsorship or work authorization for this role.