Customer Service Representative

Senior Process Associate – Customer Service

Infosys McCamish – Life Insurance – Customer Service.

Location:

Des Moines, IA.

In this role you will deliver accurate and courteous responses to telephone inquiries from contract owners, agents and third parties, using multiple department systems to provide accurate information and to comprehensively explain life and annuity products.

• Manage large volumes of inbound calls in a timely manner.
• Identify customers’ needs, clarify information, research every issue, and provide solutions.
• Respond to email and phone requests to provide excellent customer service.
• Escalate needed issues to designated level to ensure customer satisfaction.
• Execute transaction processing to meet timeliness and quality standards.
• Work with team to meet service and quality standards.
• Build sustainable relationships and engage customers by going the extra mile.
• Complete internal and external training for new or revised processes as needed.
• Keep records of all conversations in call center database in a comprehensible way.
• Assist with additional agent issues as needed.

• High School Diploma or GED Equivalent.
• At least 1 year of experience in a customer service or call center environment.

• Intermediate level of experience with Microsoft Outlook, Excel, and Word.
• Proven track record of working in a fast-paced team environment with ability to meet high productivity levels and tight deadlines for service delivery.
• Excellent service orientation and work ethic.
• Commitment to protecting client and producer confidential information.
• Ability to work independently with minimal direction.
• Excellent interpersonal skills, both internal and client-facing.
• Strong analytical, organizational and communication skills (written and verbal).

Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise). We do not sponsor visas.

The job entails sitting as well as working at a computer for extended periods of time. You should be able to communicate by telephone, email or face-to-face.

• Minority
• Female
• Veteran
• Disabled
• Sexual Orientation