CSC Rep Phone

Summary: Provides customer service by telephone to all members and occasionally through written correspondence. Assists members with product related requests, by analyzing member inquiries, determining, calculating, and processing requests for resolution within prescribed time frames.

Essential Duties and Responsibilities:

• Maintains an in-depth knowledge of all Royal Neighbors of America products, bylaws, member benefits, policies, procedures, tax rules, regulatory guidelines, voice signatures, claim requirements, and conservation techniques.
• Demonstrates excellent communication skills to explain complex insurance products to customers.
• Continuously identifies opportunities to drive process improvements that positively impact the customer's experience.
• Possesses the ability to handle complaints and issues that are highly sensitive and emotional.
• Processes a high volume of incoming and outgoing calls for customers, including all members and agents.
• Displays strong decision making and analytical abilities. Analyzes customer inquiries; determines steps for resolution; and accurately processes within required time frames. Research member files; follows regulatory guidelines; follows current policies and procedures; accurately interprets certificate and contract financial requirements; and verifies that information quoted and paid to customer is correct.
• Analyzes certificate provisions to determine methods of affecting desired changes such as change of beneficiary, type of insurance, change in method of payment, loans, riders, RMDs, tax reporting, and conservation options to conserve certificates.
• Maintains knowledge to perform the receptionist duties as needed.
• Supports all positions in the Customer Support Center when necessary.
• Other duties as assigned.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

Associate degree or equivalent from two-year college or technical school. Minimum three years of related experience and/or training, or equivalent combination of education and experience.

Certificates, Licenses, Designations, Registrations:

Successful completion of the Life Office Management Association (LOMA) certifications and designations:
Customer Essentials Certificate and Associate, Customer Service (ACS), required.

Core Competencies:

To perform the job successfully, an individual should demonstrate the following core competencies:
Communication;
Achieves Results;
Builds Partnerships;
Strategic Thinking; and Adapts to and Promotes Change.

Technical Competencies:

Possesses the ability to manage difficult or emotional customer situations in a professional manner by identifying and resolving problems and responding to requests for service and assistance.

Mathematical

Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages. Ability to apply concepts of basic Algebra. Ability to apply concepts such as fractions and percentages to practical situations.

Computer

Skills:

To perform this job successfully, an individual should have direct experience using the internet and the Microsoft suite of products including Word, Excel, and Outlook; and working knowledge of LifePRO, Image Now, Accurint, Ben Tracking, Stellent, and CASY.

Industry Competencies:

Entry-level experience of life insurance and annuity products.

Language Skills:

Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of members or employees of the organization.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel;

and talk or hear. The employees must frequently lift and/or move up to ten pounds.

Work Environment:

Candidates must live within a 50 mile radius of the Rock Island Home office. This position offers a hybrid work environment, allowing flexibility to work both from home and in the office. In-office work may vary based on business needs. While the exact frequency of in-office work is subject to change,…