Individual within this role will support the Annuity & Insurance Operations group which provides operational and customer service support to financial advisors and branch employees. The team responds to a variety of inquiries related to insurance licensing, product training and education, order entry support, and insurance policy maintenance. The team is responsible for providing a high level of service in supporting a wide range of systems, policies, and procedures.
Primary Responsibilities:
- Establish and maintain effective relationships in order to deliver world class service to clients.
- Handle inquiries by phone and cases from financial advisors and branch employees related to Insurance Licensing, Order Desk, and Policy Services.
- Utilize online resources and tools to provide information and resolve issues while following established guidelines for service quality and one-call resolution.
- Follow established procedures to route processing requests to the appropriate processing teams and to escalate inquiries for further research.
- Meet team and department service goals established by management.
Skills Required:
- Minimum 2 years' experience with at least 6-12 months experience in a call center or with phone interactions
- Excellent listening and written and verbal communication skills
- Desire to learn the insurance operations business and invest time and experience to develop expertise
- Ability to learn quickly and apply knowledge to new situations
- Ability to establish and maintain positive client relationships
- Ability to diagnose and solve problems creatively
- Ability to recognize and diffuse potential issues and/or difficult interactions
- Ability to multi-task and manage time effectively
- Attention to detail in both service interactions and processing tasks