Client Service Advocate

Job Purpose

Provide world-class customer service and support to business partners, customers, internal associates, and other financial firms by responding to questions regarding product features, benefits, and administrative requirements. Responsible for documentation, performing account maintenance changes, and resolving basic issues.

• Answer incoming telephone calls from business partners, customers, and internal associates regarding new or existing Jackson accounts on one or more lines of business.
• Respond to questions regarding product features, benefits, account status, and transfers of assets from other financial firms.
• Effectively communicate administrative “good order” requirements, processes, and procedures.
• Document interactions with customer contacts received and initiated.
• Utilize multiple technology-based applications simultaneously.
• Identify and resolve basic customer service issues; escalates issues for resolution as necessary.
• Draft and distribute requests to associates or areas using work tracking or email systems.
• Follow up with internal and external customers.
• Demonstrate strong customer service.

• Meet departmental production and quality standards related to product and job levels (average daily call volume, average call handle time, target quality scores, adherence to documentation/standards, etc.).
• Perform other duties and/or projects as assigned.

• Ability to learn and understand features and administrative requirements for assigned product lines.
• Ability to acquire an understanding of Jackson’s multiple product lines, distribution channels, and organizational structure.
• Good verbal and written communication skills to interact professionally with business partners, customers, coworkers, and management.
• Ability to actively listen, interpret customer requests, and respond with the appropriate information.
• Ability to navigate and utilize multiple software and mainframe computer applications simultaneously to resolve customer service issues.
• Ability to work independently as well as in a team environment.
• Ability to effectively manage the demands of a high-volume, image-based, and phone-monitored work environment.

• H.S. Diploma or equivalent required.
• College degree preferred.
• 1+ years of customer service experience required.
• FINRA Series 6 license may be required for associates servicing variable annuities and/or variable life lines of business.

• Hourly pay rate of $22.10.
• Promotional consideration (twice annually).
• Annual bonus and merit programs.
• Annual paid time off and 10 paid holidays.
• 401(k) contributions.

Jackson is proud to be an equal opportunity workplace. The Company subscribes to and endorses federal and state laws and regulations relating to equal employment opportunity for all persons without regard to race, color, religion, gender, age, national origin, legally-recognized disability, marital status, legally-protected medical condition, citizenship, ancestry, height, weight, sexual orientation, veteran status, or any other factor not related to the needs of the job.

The Company is committed to a policy of equal opportunity.