Customer Service Representative (DIA)

Description Assists participants in enrolling in plans; researches and responds to participant inquiries (i.e. fund transfers, withdrawals, loans, etc.); documents all actions taken to ensure updated service history for each caller; educates customers on plan/contract provisions; identifies asset retention opportunities and presents product and investment alternatives; provides fund performance information to participants; executes telephone transactions presented by the participant; handles participant complaints in accordance with set procedures; documents all participant complaints and resolutions; problem solves issues as presented by the participant; provides professional service to participants; other duties as assigned.
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Requirements Requires FINRA Series 6 license; excellent customer relations skills with emphasis on maintaining customer loyalty, resolving customer complaints and creating positive, memorable customer experiences; research and problem solving skills in order to surface an issue, analyze it and implement the most effective corrective action; strong communication skills; ability to work well under stress and high call volumes; ability to interpret contracts and plan documents to educate customers. Previous call center experience preferred; knowledge of Diversified's products, funds and system capabilities preferred.

Work shifts will be scheduled between 8:00am and 9:00pm (EST). The ability to work all shifts is required. Shift differentials are available for hours worked between 7:00pm and 9:00pm. Overtime required during peak periods. Training classes begin January 4, 2010.
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The AEGON company's pay ranges are competitive and are based on the external labor market. An annual bonus opportunity may be available to regular employees.

Job FLSA status: Non-Exempt

Note: Job offer amounts are commensurate with applicant qualifications, level of experience and other compensable factors and are determined by hiring supervisors/managers.

Regular full-time and part-time employees working 20 hours or more per week are eligible for the AEGON USA, Inc. benefit package, which is a comprehensive benefit package including optional health, dental and vision insurance, flexible spending accounts, 401(k) with employer match, pension, tuition assistance, and much more!
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This position will part of Diversified Investment Advisors (DIA). Diversified is a national investment advisory firm specializing in retirement plans. The company's expertise covers the entire spectrum of defined benefit and defined contribution plans, including: 401(k); 403(b); 457; non-qualified deferred compensation; profit sharing; money purchase, cash balance.

All persons hired will become employees of Western Reserve Life Assurance Co. of Ohio Inc.
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Western Reserve Life Assurance Co. of Ohio is an Equal Opportunity Employer, and does not discriminate against any employee or qualified applicant for employment on the basis of age, religion, gender, race, color, national origin, pregnancy, genetic characteristics, uniformed service (e.g., U.S. Armed Forces, National Guard), qualified disability, or any other status such as marital status, sexual orientation or gender identity protected by federal, state, or local equal opportunity laws. This policy extends to recruiting and hiring, working conditions, training programs, promotions and transfers, use of Company facilities, and all other terms, conditions and privileges of employment.
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