Specialized Client Care Srvcs Rep Sr

What You’ll Do:

• Delivers a personalized and remarkable experience for our field by answering their questions, providing servicing options and helping them with products or services in a call center environment
• Proficient at resolving inquiries and transactions from Financial Reps on basic and intermediate (semi-complex) level calls and transactions in a specialized area and is learning to become proficient in complex work.
• Researches and evaluates possible solutions to complex problems that requires identifying root cause and some deviations from procedures
• Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers
• Ability to de-escalate field experience situations effectively while guiding the field through complex and unique inquiries.
• Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.
• Embraces new technology and serves as an advocate for website and self-service capabilities by educating the field. Understands risks and impacts that the transaction has on the client or policy.
• Understands how systems connect to processes and outcomes.
• Drives change and embraces continuous improvement by creating processes and provisions to accommodate change.
• Fosters a professional relationship with our field to enhance brand loyalty
• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards
• Adept at shifting work priorities to meet the needs of the business and customer demand.

• Associates degree in business or related field or equivalent combination of education and experience
• Minimum of 2 years related customer service experience with proven customer service skills
• Advanced understanding of specialized markets or products (i.e. DI, LTC, Whole Life, COLI/BOLI)
• Basic knowledge of single risk products
• A basic understanding of tax implications
• Advanced written and verbal communication skills
• Ability to multi-task and handle high volume of calls/case load with the greatest possible degree of accuracy
• Strong organization skills with the ability to prioritize tasks.
• A strong desire to continuously learn and improve
• Strong problem-solving skills and ability to provide options
• Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages

Adaptive Communication (NM) :
Formulates strategies to convey complex information about services, products, systems, or processes to targeted audiences; liaises between technical and non-technical audiences.

Analytical Thinking (NM) :
Organizes and compares aspects of a situation to identify key or underlying issues through data and analysis; thinks critically from multiple perspectives and seeks to improve processes.

Attention to Detail (NM) :
Focuses on specific details to spot and correct errors in advance and surpass quality expectations through thorough review.

Case Management (NM) :
Manages and maintains ownership of assigned cases, communicating status, managing requirements, and answering client questions.

Customer Service Mindset (NM) :
Anticipates customer needs and applies understanding of customer perspectives to solve problems and drive outcomes.

Customer Support (NM) :
Captures customer information clearly and uses customer intelligence to solve problems, ensure satisfaction, and resolve complaints efficiently.

Field Relations (NM) :
Builds and maintains relationships with agents/brokers and collaborates to ensure customers receive the best possible service and coverage.

Pay Range - Start:

$21.77

Pay Range - End:

$32.66

Structure 110:

Structure 115:

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