Customer Service Representative

Annuities Customer Service Representative Job Description

Our Annuity Team is responsible for providing personalized, high quality service experiences to our fixed and variable annuity policy owners, and for ensuring the unassailability of our operations in a fast-paced, highly regulated environment. The Team is looking for keen problem solvers who are comfortable taking initiative and thinking on their feet. Our Service professional will be a central point of contact for agent and customer phone calls and honoring written and phone requests.

Working collaboratively, you will be entrusted with ensuring timely and accurate completion of all service requests within compliance and quality benchmarks, while also identifying and advancing opportunities to improve our team s overall efficiency and quality of service. Our comprehensive training program will provide you with everything you need to assist our clients while providing superior customer service.

• Create personalized experiences through the phone for policy owners and agents by demonstrating active listening, processing requests and problem resolution.
• Resolve our agent and client questions and requests via in-bound telephone calls. Assess information gathered at point of call to make appropriate decisions using a good working knowledge of our administration systems, products and services within regulatory guidelines.
• Serve as subject matter expert on projects and assignments requiring research, compilation and analysis of data.
• Compose accurate agent and client correspondence on request as well as articulate basic information in the functional area.
• Ability to multi-task and leverage organizational skills.
• Assist team members daily to complete work to meet departmental goals and regulatory standards.
• Effective decision making based on comprehensive case analysis.
• Assist with de-escalation of challenging situations to reach mutual agreeable resolutions for our clients and the company.
• Continue to strengthen knowledge and skills to master complex transactions over time.
• Deliver on our brand purpose to enhance customer service experience during every interaction.