Senior Customer Service Representative

Provide customer service to producers and contract owners by effectively responding to incoming phone calls related to life and/or annuities insurance products. Perform outbound phone calls, as needed, to complete the fulfillment of requests and follow up on inquiries. Effectively and efficiently communicate with customers by adhering to established call center protocols and performance standards. Update information in administrative and workflow systems to process producer and/or policyholder requests and claim requests within established time and quality standards. Remain current on changes and updates for products, processes, and operational procedures to ensure compliance with all required regulations and standards. Must maintain strict adherence to schedule, have excellent time management skills, and be energized by front-line customer service delivery in a fast-paced environment. Cross-train on multiple functions to provide operational flexibility and support for peak demand periods throughout the year. Provide suggestions for improvement of current processes to management

Bachelor�s Degree preferred, High School Diploma or GED or equivalent experience in financial institution operations, customer service, and/or annuity service operations Candidate preferred with contact center work experience in a similar environment in an Insurance process. However, candidate with no experience may be considered for the job.

Supports team on escalated cases, Quality reviews, and Document mgmt. Ensure that the calls are handled as per procedures. Ensure that the assigned targets in accordance with SLA and any internal standards are met. Ensure that the quality of the call handling is in compliance with predefined parameters as defined by Process Excellence standards. Maintain and provide the relevant process reports in a timely manner. Ensure adherence to established attendance schedules.