Job Description

OVERVIEW

Provide service and product knowledge through inbound and outbound phone calls to and from Annuity Customers, Clients and IMO's. Provide written and verbal responses to customer inquiries and policyowner administration requests originating from multiple channels such as telephone calls, correspondence, e-mail, and instant messaging (IM) sessions. Deliver customer assistance in a friendly, personalized way that builds trustworthy, long lasting customer relationships.

JOB DETAILS

Provide customer service by telephone in a friendly, personalized way that builds trustworthy, long lasting relationships. Interpret the needs, process the requests, and provide personalized, accurate information and explanations to all written or verbal communications involving virtually any inquiry or change associated with an issued policy.

DUTIES INCLUDE:

• Telephone Support, serve as a dedicated member of the Annuity Phone Team using patience, empathy, and listening skills to handle requests, product questions and guidance, explain misunderstandings, complaints, and complex problems; and to reinforce personalized customer relationships.
• Written Communication, determine the need, process the request, and provide personalized, accurate written information. Inquiries are categorized in topic-areas such as: policy changes, policy benefits, cancellations & conservation, and billing & premium. Respond promptly by letter, e-mail, IM, etc.
• Research Investigate and resolve issues related to policyowner service, claims, and underwriting. Keep up to date with changes and enhance knowledge in order to accurately respond to inquiries of varying complexity.
• Documentation and update system for each service action, including coding for incidents such as fraud, privacy issues, complaints, compliments, and suggestions. Maintain up-to-date procedure guides.
• Communication Communicate professionally with customers, sales agents, and company staff and ensure information is accurate and complete. Continually enhance ability to effectively explain changes and remedy misunderstandings both verbally and in writing. Initiate clear and frequent communication with supervisor, other Policyowner Service staff, and employees in other departments.
• Report to and perform other work or projects as directed by the Policyowner Service Operations Manager.
• Annuity Customer Service Department Overview: Promotes the value of Annuity products, Annuity services, and represents the company's mission and values by providing personalized service to inform and solve problems for customers, sales agents, and business partners. This includes phones personally answered by Policyowner Service specialists and high standards of excellence for both phone and written customer communications.

JOB REQUIREMENTS

REQUIRED KNOWLEDGE:

• Specialize in at least one topic-area as directed, while continuing to learn other topic-areas.
• Proficiency in composing letters and in writing with attention to accuracy, punctuation, grammar, and spelling.
• Detail-oriented with ability to complete tasks correctly and in a timely manner.
• Ability to solve problems of varying complexities, and to improve processes.
• Ability to communicate professionally and effectively. Skill in explaining complex information with patience and in simple, understandable ways both verbally and in writing.
• Experience using computers including PC applications such as MS Word, MS Excel, or Outlook.
• Ability to type 35 wpm; and data entry skill of 3500 ksph.
• Previous Annuity Product experience a plus but not required
• High school diploma or GED, and 1 year of experience in customer relations/service; or any combination of education, professional training, or work experience that demonstrates ability to do the job.

JOB POSTED BY APPLICANTPRO