Job Summary Under limited supervision, the Client Services Representative II responds directly or indirectly to policyholder and/or agent inquiries.
Essential Functions - Provide exceptional customer service by striving to exceed client expectations in every interaction, both via email and phone calls.
- Review and process updates to beneficiary information.
- Accurately review and process financial requests.
- Adhere to all relevant compliance procedures when processing payments, including federal anti- money laundering guidelines and IRS cash reporting requirements.
- Ensure that outstanding issues are resolved appropriately.
- Run Instant ID checks and take precautions to prevent fraud.
- Calculate cash values, premium refunds or changes, loan balances, and other related values.
- Maintain a sense of urgency while paying attention to detail and managing multiple tasks simultaneously.
- Perform other duties as assigned.
- Provide coverage for CSR III positions when needed.
Knowledge, Skills & Abilities - Excellent knowledge and skill at applying customer service theories and practices
- Strong attention to detail
- Typing speed of 30-40 WPM
- Proficient in basic math skills, including addition, subtraction, multiplication, and division90% Accuracy required
- Excellent verbal and written communication skills
- Strong collaboration and teamwork skills
- Must be able to learn, understand, and apply tax regulations related to distributions and changes to annuity and life insurance policies
- Strong organizational skills
- Basic computer knowledge and keyboarding skills
- Thorough knowledge of NWL products or similar
- Ability to communicate effectively with customers by telephone
Education & Experience - High school or GED required with 3 years call center customer service or office administrative experience in a fast-paced organization; or associate's degree with 1-2 years related experience
- Prior insurance industry experience preferred.
Licenses & Certifications Supervision & Leadership - No Supervision responsibilities