Customer Service Advocate

Overview

Summary of Responsibilities:

This position represents Gerber Life 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 calls and outbound calls.

Responsibilities

Position Responsibilities:

• Responds to customer inquiries via inbound and outbound 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.

• Attends required training

• Obtains and maintains multi-state licenses while employed in this position:

• Must obtain appointments in 39 Company-designated states within approximately the first 5-7 weeks of employment.

• Must obtain licensing in remaining states which Gerber Life Insurance Company conducts business within approximately 45-60 days of employment.

• Other duties as assigned.

Qualifications

Selection Criteria:

• Demonstrated 1-2 years customer service experience.

• Demonstrated 1-2 years sales experience

• Demonstrated contact center experience and knowledge considered a plus.

• Demonstrated life insurance industry experience and knowledge considered a strong advantage.

• Proven 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 (grammer and spelling).

• Proven ability to actively engage each customer to create an exceptional customer experience.

• Proven excellent listening skills.

• Demonstrated ability to multitask.

• Demonstrated strong bilingual competency considered a plus (English and Spanish).

• Proven strong service acumen and sales focus with the ability to offer additional products that will fill the insurance needs of the customer.

Work Setting:

• Onsite in a Call Center

Educational Requirements:

• High School Diploma or GED.

Computer Skills and Knowledge of Hardware & Software Required:

• Excellent PC data entry and word processing software skills.

Certifications & Licenses (i.e., Series 6 & 63, CPA, etc.):

• Active Life and Health Insurance License-Required

Position Demands:

• Ability to problem solve.

• Ability to follow a customized service and sales process.

• Ability to learn Gerber Life product details and service protocols and adhere to procedures and rules of conduct in a fast-paced environment.

• Ability to work a flexible schedule – including evenings and some Company holidays.