Customer Service Representative
Crump Life Insurance Services- 45000 - 45000 USD per Year
- Full Time
- Posted : 5 months ago
Job Description
ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
1. Handle and process incoming agent/carrier inquiries via phone loops, faxes, and emails, including complex inquiries for inforce policies, variable agent of record changes, broker/dealer transfers and term conversions.
2. Quality of work should be a representation of years of service in the position along with accuracy of entering and processing service requests, inquiries, term conversions and agent of record changes.
3. Handling projects and requests that are more advanced/complex as assigned via phone, email, fax in a professional manner and by meeting or frequently exceeding established service standards.
4. Servicing as a trainer and mentor to newer customer service associates.
5. Provide accurate information to your customers by consistently following department procedure
6. Documentation at a level that is necessary for you and your co-workers to accurately process requests, which includes the accuracy and the appropriate amount of data entry.
7. Review of notes i.e: reading previously documented notes entered by teammate, co-worker, etc
8. Knowledge of multiple carrier in-force and conversion guidelines and serving as a resource to both our internal/external customers.
9. Use expertise to build strong healthy relationships with carrier representatives to facilitate problems resolution on inforce business.
10. Providing back up coverage to assigned teammates in their absence and adhering to service standard and timeframes. Check customer service voicemail and customer service email box at designated times.
11. Prioritizing and processing all assigned service requests. Service Standards - adhere to department standards, process all received request (mail, phone calls, emails and faxes) on in-force policies, and follows ups according to established department procedures in a timely manner. Prioritize workflow (i.e. service requests) including efficiently managing desk, commitment and accomplish objectives accurately and on time. Results produced are relative to that expected for the time invested.
12. Carefully identify problems that might arise from operations, identification of lapses and loop holes in the organization's customer service department, with the use of ethical procedures and professional judgment and work closely with internal management to make sound recommendations for course of action.
13. Training and Development - actively participate and utilize information from company sponsored training programs. Retain learned lessons from e-learning courses/weekly meeting discussions and apply to responsibilities.
14. Ability to cope in a fast paced job environment.
15. Ability to manage multiple priorities with differing demands and meeting established deadlines
16. Proactively seek self-development and learning opportunities, which enhance current position and allow for advancement and growth.
17. Generate innovative ideas, approaches, and solutions to create or expand upon to reference or resources for teammates and financial advisors (AXN website, procedures, etc.).
18. Teamwork/Communication - Demonstrate positive, motivated behavior and provide support as well as accepts guidance from fellow co-workers and management.
19. Modified individual objectives and desires to support the efforts of the team. Exhibit flexibility and adaptability. Support the necessity of changes in work environment and help guide morale in a positive direction among peers.
20. Display role model qualities such as: positive professional attitude toward internal and external customers at all times, support team structure, dependability for being at work and available to help the team, set the bar for high standards of accountability and accuracy
21. Advanced knowledge of internal systems and resources available. Serving and maintaining as the author/keeper of these individualized department resources.
22. Consistently updating and servicing as an expert resource on multiple carrier in-force and conversion guidelines
QUALIFICATIONS
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Five years of experience directly related to customer service, with extensive knowledge of department procedures and processes; understands the functions of other internal departments and processes
2. Strong organizational and analytical skills
3. Ability to multitask and prioritize workflow as changes occur throughout the day
4. Strong communications skills, both verbal and non-verbal
5. Must possess strong problem solving skills and be able to solve problems with little or no assistance
6. Must be able to interpret a variety of detailed instructions furnished in written, verbal, diagram or schedule form
7. Detail-oriented and strives for accuracy
8. Individual must demonstrate strong role model skills
9. Identifies unique ways to creating values and contributes to the departmental/company initiatives
10. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
11. Ability to travel, occasionally overnight
Preferred Qualifications:
1. Passing LOMA 1, LOMA 2 and LOMA 3
Skills
- Analytical Skills
- Communication
- CUSTOMER SERVICE
- DATA ENTRY
- English
- Microsoft Office
- Multitasking
