Client Care Services Representative

Responsibilities

• Delivers a personalized and remarkable experience for our clients by answering their questions, providing servicing options and helping them with their products or services in a call center environment.
• Resolves inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions and is learning to become proficient in complex work.
• Researches and evaluates possible solutions to semi-complex problems that requires identifying root cause and some deviations from procedures.
• Takes ownership of calls and begins to anticipate future issues to avoid repeat calls and unnecessary call transfers.
• De-escalates client experience situations and applies skills learned in Effortless Experience training (CEB) to all situations.
• Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.
• Embraces new technology, educates clients and Financial Representatives on our client website and self-service capabilities and understands risks and impacts that the transaction has on the client or policy.
• Embraces change by keeping an open mind to new ideas, and readily adjusts to new or changing processes.
• Embraces continuous improvement by identifying opportunities for improvement.
• Fosters a professional relationship with our clients to enhance brand loyalty.
• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards.
• Multi-tasks between phone and casework/transactional duties with the high degree of accuracy and quality.

• Associates degree in business or related field or equivalent combination of education and experience.
• Minimum of 1 year related customer service experience with proven customer service skills.
• Advanced knowledge of single risk product or process.
• Basic understanding of multiple risk products or processes.
• Basic understanding of financial planning.
• Strong 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.
• Ability to welcome change and embrace continuous improvement in a fast-paced work environment.
• 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.
• Ability to navigate multiple systems and applications to complete standard requests.
• Successful completion of any required testing.