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
Help us improve CareerBuilder by providing feedback about this job:
Report this job
Report this Job
Once a job has been reported, we will investigate it further. If you require a response, submit your question or concern to ourTrust and Site Security Team
Job ID: CUSTO58907
privacy and protection,
when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction.Learn more.
By applying to a job using CareerBuilder you are agreeing to comply with and be subject to the CareerBuilder
Terms and Conditions
for use of our website. To use our website, you must agree with the
Terms and Conditions
and both meet and comply with their provisions.