Exchange Analyst

• Responsible for technical analysis/processing of 1035 exchange life insurance applications
• Successfully resolves questions and inquiries from Financial Reps and clients
• Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers
• Serves as a trusted advocate for our Financial Representatives
• Educates Financial Representatives on self-service capabilities
• Fosters a professional relationship with our clients
• Exhibits skill in de-escalating servicing concerns
• Achieves productivity standards and goals while maintaining the highest level of customer service
• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards
• Able to multi-task between phone and casework/transactional duties with a high degree of accuracy and quality
• Researches and evaluates possible solutions using all available resources
• Manages casework in accordance with area service and/or productivity standards
• Identifies opportunities for improvement and is an advocate for delivering viable solutions and alternatives

• Associates degree in business or related field or equivalent combination of education and experience
• Previous customer service experience preferred
• Equally strong written and verbal communication skills
• Non-Registered fingerprinted will be required
• Ability to multi-task, prioritize and manage time effectively
• Willingness to embrace change in a fast paced work environment
• Desire to resolve complex problems
• A strong desire to continuously learn and improve
• Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages
• Successful completion of customer service required testing

Demonstrates expertise in technical analysis and processing of life insurance applications, with a strong focus on customer service and effective communication. Capable of managing casework while adhering to confidentiality standards and achieving productivity goals.

• Technical Analysis of Life Insurance Applications
• Customer Service Experience
• Written and Verbal Communication Skills
• Multi-Tasking and Time Management
• Problem Resolution Skills

• Technical Analysis
• Casework Management
• Keyboarding Skills
• Software Proficiency
• Productivity Standards Achievement

• De-Escalation Skills
• Relationship Building
• Adaptability to Change
• Continuous Learning

• Non-Registered Fingerprinted Requirement

• 1035 Exchange
• Life Insurance
• Confidentiality Standards
• Self-Service Capabilities
• Customer Service Testing