Customer Service Advocate

Overview

This position represents Gerber Life Insurance through providing exceptional service to existing customers and engaging in consultative conversations using the Gerber Life Insurance sales process. Processes transactions and ensures customers' needs are met via inbound and outbound calls.

Responsibilities

What you will do

• Responds to customer inquiries via inbound service and sales telephone interactions to address a variety of customer inquiries which include, but are not limited to, processing payments, resolving billing issues, policy changes requests and completing new insurance applications.
• Reviews customer’s current insurance needs while engaging in consultative conversations. Expected to make recommendations that address the customer’s needs, while also promoting business growth and goal achievement with competitive, industry-leading life insurance and other financial products.
• Handles customer inquiries in a positive and professional manner consistent with compliance and regulatory requirements.
• Obtains and maintains multi-state licenses while employed in this position: Must pass state insurance agent licensing within approximately three weeks of hire. Must obtain appointments in 39 Company-designated states within approximately the first five to seven weeks of employment. Must obtain licensing in remaining states which Gerber Life Insurance Company conducts business within approximately 45 to 60 days of employment.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• High School Diploma Or GED. - Required
• 1-2 years Customer Service experience. - Required
• Demonstrated contact center experience and knowledge considered a plus. -
• Demonstrated life insurance industry experience and knowledge considered a strong advantage. -
• Proven ability to be a Customer Service Advocate with the ability to discuss information in a customer-friendly manner. -
• Proven strong and accurate business English, verbal and written communication skills (grammar and spelling). -
• Proven excellent listening skills. -
• Proven ability to multitask. -
• Demonstrated strong bilingual competency considered a plus (English and Spanish). -
• Demonstrated strong service acumen and sales focus with the ability to offer additional products that will fill the insurance needs of the customer. -
• Excellent PC, data entry & word processing software skills. -
• Must be licensed in Life and Health Insurance License in home state upon hire, and must be appointed to sell Life and Health Insurance within 15 business days of your start date in a minimum of 39 U.S. states, including at least four (4) of the following six (6) key states: California, Florida, Georgia, New York, North Carolina, and Texas. - Required

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.

Travel Requirements:

• None