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Company Contact Info
- Indianapolis, IN
- Vaco - Indianapolis
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Customer Service Specialist
Vaco Staffing • Indianapolis, IN
Posted 1 month ago
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In this fast-paced environment, you will have an opportunity to apply your excellent telephone skills as well as further develop your customer service skills and play a role in the company's growing operations.
Specific Responsibilities Include
- Meets and achieves department standards for phone availability/logged in times, quality audits, call handle ratio, and documenting call activity in the administration system.
- Answers incoming telephone inquiries from customers or their representatives; validates the identity of the caller prior to any information being released.
- Strives to resolve each inquiry and knows when to escalate calls to ensure exceptional service for the caller.
- Prepares illustrations for the annuitization of deferred annuity contracts and communicates living benefit payout information for fixed indexed annuities.
- Distributes the appropriate service forms to customers, beneficiaries and agents via mail or fax, with instructions for completing and returning documents for processing.
- Completes tasks such as return mail, 1035 transfer follow ups, and returning voicemails, in addition to completing requests for forms and address changes.
- Participates in special projects that help support Contract Administration, Customer Service or Agency Service units, and may work on special project teams that cross department lines.
Skills & Experience Required
- High School diploma or GED
- Three to five years high volume call center experience
- One to three years life insurance and/or annuity experience
- One to three years customer service experience
- Strong communication skills, including verbal and listening skills
- Exceptional interpersonal and customer service skills with the ability to diffuse difficult service situations
- Organized, detail oriented, and able to multi-task
- Quick thinking to resolve inquiries and meet customers' needs
- Excellent aptitude for math and understanding of income tax applications
- Must be resourceful and effective in dealing with diverse situations
- Proficient computer skills including keyboarding and various software packages such as MS Word and Excel and customer relationship management (CRM) applications
- Professional designations such as LOMA's Associate Life Management Institute (ALMI), Associate Customer Service (ACS), Associate Annuity Products and Administration (AAPA) or Fellow Secure Retirement Institute (FSRI) preferred but not required