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Client Support Specialist I
2 months ago
Overview
The 401K Division is seeking a committed professional to enhance customer support for participants and policyholders. Your role will involve addressing service inquiries in a customer-centric environment through various communication channels, including phone and email, with an emphasis on quality and prompt resolution. Working alongside a collaborative team, you will adhere to established processes and protocols for tasks of basic to moderate complexity.
Key Responsibilities
As a Customer Support Specialist - 401K & L&A, your duties will include:
- Delivering an exceptional customer experience for our participants and policyholders by minimizing obstacles and ensuring a seamless process.
- Listening to and evaluating customer needs to take appropriate actions to meet their requests.
- Serving as a primary contact for customers, fostering positive relationships, and building trust, loyalty, and retention by effectively resolving inquiries using knowledge, empathy, and sound judgment. Providing timely service that meets or exceeds established service standards.
- Handling incoming calls for the designated line of business and offering initial assistance to participants and policyholders requiring service. This may involve locating, providing, or obtaining information or documentation, answering questions, routing or transferring calls as necessary, entering data, or creating and processing tasks to assist participants and policyholders.
Additional Duties
- Utilizing multiple systems and technologies to provide and gather information, document actions taken, and accurately resolve service issues in support of participants and policyholders.
- Recording and filing information from each request in the appropriate system application.
Qualifications
- Associate's degree or relevant work experience.
- Strong interpersonal skills to effectively address customer concerns in a professional manner. Ability to communicate clearly and accurately both verbally and in writing.
- Proficiency in computer usage, keyboard skills, and familiarity with software applications such as Excel and Word.
- Ability to navigate various software technologies to research and accurately resolve service issues is essential for success in this role.
- Dependability in meeting attendance requirements, ensuring reliable and predictable attendance.
- Compensation for the role will be based on qualifications and experience.
- Standard working hours for this position are 8:30 AM - 5:00 PM.
Benefits
- At Sentry, your total rewards extend beyond competitive pay. Below are some benefits and perks that you will receive:
- Sentry offers flexibility through a scheduled hybrid work model.
- As a Sentry associate, you will receive the necessary equipment for your home office.
- Meal Subsidy available for associates working in-office.
- 401(K) plan with a dollar-for-dollar match on your first eight percent, plus immediate vesting to support your financial future.
- Opportunities for education and career development through Sentry University (SentryU) and our Tuition Reimbursement program.
- Generous Paid-Time Off plan to enjoy time away from work, along with Volunteer-Time Off.
- Comprehensive medical, dental, vision, life insurance, parental leave, and health and wellness benefits to promote a healthy lifestyle.
- Well-being and Employee Assistance programs.
- Sentry Foundation gift matching program to encourage charitable contributions.
About Sentry
We take pride in being recognized on Forbes' list of America's Best Midsize Employers. Our success is built on a long history of achievement, dating back to 1904, as we have been dedicated to helping businesses thrive and secure their futures. With a strong financial standing, we are one of the largest mutual insurance companies in the United States, rated A+ by A.M. Best, the leading rating authority in the industry. Our work environment is rewarding and challenging, offering opportunities for ongoing professional development and growth.
Equal Employment Opportunity
Sentry is an Equal Opportunity Employer. We uphold a policy of non-discrimination in employment based on race, color, national origin, religion, sex, disability, age, marital status, or sexual orientation.
