Customer Service Representative

Why Crump?

We understand that our teammates are more alike than we are different and that we are One Crump. Supported by leading technology tools and a collaborative work model, we empower our people to serve clients and support each other. Strong brands are built through consistent delivery of a company’s value proposition – for both its employees and its customers. At Crump, we believe in investing in the teammates who work for us, supporting the business goals of the myriad professionals who work with us so they can best meet their clients’ needs, and bettering the communities that house our teammates.

These beliefs have allowed Crump to maintain our standing as an industry top performer, not only as measured by sales results but, more importantly, by consistent customer and employee satisfaction and retention.

Proactive response to AXA Advisor inquiries for in-force policies regarding status and activity. Ensuring optimal, prompt and accurate response and service is delivered to AXA Advisor at all times. Providing AXA Advisor with case status on pending variable agent of record changes and broker/dealer transfers. Process incoming requests for in-force policies and proactive communication and status updates to AXA Advisors on status.

Maintain ongoing positive working relationships with carrier representatives to facilitate problem resolution on in-force business. Maintain current and working knowledge of multiple carrier in-force and conversion guidelines. Able to handle most calls and transactions independently, works with supervisor for direction and/or guidance on more complex request. Ability to follow instructions independently, create professional and comprehensive correspondence/memos to carriers and agents.

Support the necessity of changes in work environment and help guide morale in a positive direction among peers. Gain positive working relationships with carrier representatives to facilitate problems resolution on in-force business.

• Handle incoming agent/carrier inquiries via phone calls, faxes, emails, including the complex types of calls, for in-force policies, variable agent of record changes, broker/dealer transfers and term conversions.
• Process all assigned in-force policy service request, work orders, conversions, agent of record changes and broker/dealer transfers.
• Quality- provide input and utilize department created techniques.
• Accuracy of entering and processing service requests, inquiries, term conversions and agent of record changes.
• Provide accurate information to your customers by consistently following department procedure.
• Creating physical files and data entry of new cases entered into appropriate systems.
• Documentation at a level that is necessary for you and your co-workers to accurately process requests, which includes the accuracy and which includes the appropriate amount of detail entry.
• Preparedness-Review of notes i.e: reading previously documented notes entered by teammate, co-worker, etc.
• Handle internal/external inquiries or problems via Customer Service phone loop, email, fax in a professional manger and by meeting established service standards.
• Analyze problems thoroughly, think outside of the box, determining appropriate course of action and validate with supervisor as appropriate.
• Establish working knowledge of multiple carrier in-force and conversion guidelines.
• Gain positive working relationships with carrier representatives to facilitate problems resolution on in-force business.
• Providing back up coverage to assigned teammates in their absence and adhering to service standard and time frames.
• Check customer service voicemail and customer service email box at designated times.
• Prioritizing and processing all assigned service requests.
• Service Standards - adhere to department standards, process all received request (mail, phone calls, emails and faxes) on in-force policies, and follows ups according to established department procedures in a timely manner.
• Prioritize work flow (i.e. service requests) including efficiently managing desk, commitment and accomplish objectives accurately and on time.
• Results produced…