Member Agent Services Representative

Serves as the primary point of communication with 40,000 plus GCU members and as such, is critical to the organization. Responsible for serving the needs of members as they call into our office, and also make proactive outgoing calls to better serve our members’ needs. Service Representative's will also be responsible for handling calls from 1000 plus GCU appointed agents in matters dealing with the agents’ clients, as well as technical and procedural issues.

The successful Service Representative will also be proficient in soliciting and obtaining new business, generating referrals, and when necessary, assigning leads to the appropriate agent.

• Proper handling of all member and prospective member calls.
• Proper handling of calls from agents regarding their clients, policies, and procedures.
• Looks for new business opportunities and completes all necessary steps to secure new contracts.
• Effectively completes member account reviews.
• Promotes GCU and its core values on every call.
• Documents ALL activities within the CRM.
• Provides timely follow-up to all open cases.
• Responsible for performing the duties associated with the Reception Desk as needed.

• Education and/or
  
  Experience:
  
  College degree not required, but preferred. At a minimum, individuals seeking this position must have a high school diploma.
  
  Prior experience in customer service, banking, insurance or related financial services is a plus.
• Language
  
  Skills:
  
  Must possess and demonstrate effective written and oral communication skills and the ability to satisfactorily demonstrate conflict resolution skills along with effective telephone technique. Answer inquiries from Members/Agents on GCU Life and Annuity products within established service standards and quality guidelines.
  
  Explain process and procedures associated with multiple products to Members and Agents.
• Mathematical
  
  Skills:
  
  Ability to deal with client balances, interest rates, compute surrender charge percentages, agent commissions, etc.
• Reasoning Ability/Strategy: Able to effectively review member accounts and make suitable recommendations. Exercise appropriate judgment with knowledge of products, services and administration to negotiate proper solutions to Member inquiries. Perform needed research and analysis on Member inquiries covering multiple products.
• Computer
  
  Skills:
  
  Must be knowledgeable in Word and Excel at a minimum. Must be able to execute all email functions including sending, receiving, and opening attachments. Experience with Oracle Systems is a plus, along with prior CRM usage.
• Certificates, Licenses, Registrations: This position does not require any industry specific licensing.
• Other
  
  Skills and Abilities:
  
  Ability to prioritize duties and be task oriented. Ability to work both individually (initiative) as well as part of a team. Excellent organizational, follow up, and time management skills.

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.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

GCU is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religious creed, religion, ancestry, national origin, sex (including pregnancy, sexual orientation, and gender identity), age, disability, genetic information, military or veteran status, or any other status protected by applicable law. GCU provides reasonable accommodations to qualified applicants and employees with disabilities in accordance with applicable law.

This job description is intended to describe the general nature and level of work performed by the employee assigned to this role. It is not intended to be an exhaustive list of all responsibilities, duties, qualifications, or working conditions. Responsibilities may be modified to meet the needs of GCU.