Customer Service Rep insurance

The Client is a need for 3 CSR''s, all 3 are Direct Hire. Job Description Overview The Customer Service Representative I position is a dynamic Contact Center position focused on the servicing of inbound telecom/email requests from both Agents and Members of KofC. Contact Center Representatives will handle complex inquiries involving Insurance and Annuity products along with Membership that arrive in 3 primary languages (English, French, Spanish). The successful CSR I will be able to thrive in a high volume changing service environment. At all times, maintains professional, courteous and positive image to reflect positively on the Orders image and business operations. Colleagues focus on building day-to-day working knowledge of all position specific operating systems, product offerings, roles of each Insurance Ops departments, and the role of *** within the Insurance Industry. As part of a pro-active service team, CSR I Reps will focus on First Call Resolution (FCR), seek to limit hold time for callers and approach all calls with enthusiasm and empathy with a focus on fact-based handling of inquiries. New colleagues will work with their Coach/Supervisor on how to control the flow of each call, when to escalate, document calls effectively and facilitate to partner business units when the situation warrants. Colleagues will receive direct feedback on 10-15 specific calls as part of their monthly QA Assessment. Productivity will be gauged at 50% within first three months and colleagues will be expected to be fully productive by month six. These expectations will be clearly communicated along with the methodology used to gauge productivity. Annual performance is focused on Call Production, Quality Assurance, Schedule Adherence and overall teamwork. Colleagues receive feedback monthly and also participate in a mid-year review. Core Responsibilities: Greets callers in a positive and professional manner; verifies security information such as but not limited to: agent id, social security , dob, address and phone numbers. Engages caller, asks probing questions, to determine nature of the call and responds to the reason for the call. Use KofC administrative systems to search for the information needed to answer the callers inquiry and provide the appropriate response. Responds to general and detailed questions from policyholders and field force on life insurance, ownership rights, cash values, accounting and taxation, tax sheltered/non tax sheltered annuities (FPA, SPA, Vantage) and SPIA, settlement options and rules as appropriate and within guidelines. Follows procedures for release of specific policyholder information; assesses customer and field force needs for Home Office assistance. Forwards standard or special action requests to appropriate department to comply with callers request for written correspondence. Reviews and determines nature of email inquiries, analyzes the issue and responds appropriately or directs the inquiry to the proper department. Serves as liaison between KofCs website and appropriate departments. Routinely reviews departmental communications, product updates and other tools to stay current with organizational developments. Performs other customer-service related duties as requested by supervisor. Essential Competencies: Professionalism/Personal Accountability, Collaboration and Teamwork, Communication, Flexible and Adapts to Change, Service to Customers and Clients Skill Qualifications: Required: In depth knowledge of life insurance and annuity products in particular with emphasis on Orders product offerings, ownership rights, taxation. Complete familiarity with on-line information system and procedures regarding dissemination of information and product administration. Solid oral and written communication skills. Must be customer service oriented. Conflict resolution; diplomacy. Must be able to multi-task and enjoy working in a high-volume contact center Life 70, Policy Master Record, Ingenium, Red I, Rate Book*** RBSS, AWD, KofC website. Customer Service training materials Microsoft Office: Outlook, One Note, Teams. Word, Excel Familiarity with Call Center Technology: IVR, Soft-Phone, Call Back Assist CRM Customer-Focused, Empathy, Service-Minded, Flexible, Task-oriented, Integrity, Multi-tasker Preferred: Bilingual English/Spanish or English/French Education and Experience Qualifications: Education: BS or BA degree in related field or equivalent work experience. Experience: 2-3 years related work experience with life insurance products and/or direct customer contact or equivalent combination of training and experience. Nesco Resource and affiliates (Lehigh G.I.T Inc, and Callos Resource, LLC) is an equal employment opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status, or any other legally protected characteristics with respect to employment opportunities.

Created: 2021-11-29