Customer Service Representative, Life Contact Center

Alternate Locations: Work from Home

 

 Work Arrangement:

Remote : Work at home employee residing outside of a commutable distance to an office location.

 

Relocation assistance:  is not available for this opportunity.

 

Requisition #: 75193

 

The Role at a Glance

We are excited to bring on a Customer Service Representative to join our fast paced, high volume Life Contact Center team supporting our Insurance Operations organization in a work from home environment. 

 

Background Details
The Life Operations team will provide you with several weeks of paid training where you will gain knowledge and skills in a diverse number of products. In addition, you will also receive ongoing training, coaching and development to continue to perform and grow in this fast-paced environment. 

 

As a Customer Service Representative, you will serve as the first point of contact for our life insurance customers (i.e., policy holders, beneficiaries, financial professionals, etc.). You will be responsible for answering inbound calls where you’ll be addressing customer service inquiries and concerns. You will build rapport with and educate our customers about their life contracts while utilizing multiple resources/databases. Our goal is to deliver a positive and memorable customer experience while helping our customers feel more confident about their financial future. If this sounds like a role for you, please read on!

What you'll be doing

• You will communicate with roughly 50-90 customers throughout the day, answering questions and providing information regarding their needs/questions through the utilization of multiple applications and platforms. In addition, you will maintain customer confidentiality while complying with privacy regulations and meeting or exceeding department metrics, quality, and service standards. 
• You will perform research to respond to customer inquiries and document customer interactions in the appropriate systems. You will take ownership of each call working to deescalate customer concerns as needed.
• You will communicate effectively through phone/email with internal/external stakeholders in a customer centric and professional demeanor while recognizing what needs to be done to meet customers’ expectations and demonstrates flexibility/responsiveness to meet customer needs on routine work independently. 
• You will recognize general issues/concerns and identify/recommend process improvements to positively influence the team and quality.
• Training Schedule: Monday – Friday 8:30am – 5:00pm EST for first 4-8 weeks. It is recommended that there is no unapproved time in the first 90 days.
  • 3-8 Weeks: Virtual classroom training including live call shadowing
  • 1 Week: Guided calls with trainer support
  • Available resources: Knowledge Base, team chat groups, chat-based Help Desk support
• Regular Schedule: Must be available to work 8-hour shifts Monday – Friday with earliest start of 7:55 am EST and ending no earlier than 6:05 pm EST. You may work overtime as needed during peak volume times.
  • Must adhere to scheduled breaks/lunches as you are required to follow these closely
• Compensation: $22.21/hour 

What we’re looking for

Must-have experience (Required):

• High School Diploma or GED.
• 2-3 Years of general client service experience that directly aligns with the specific responsibilities of this position. 
• Ability to communicate effectively (verbal/written).
• Ability to work with others and demonstrate strong interpersonal skills.
• A strong passion for helping, servicing, and educating others while utilizing analytical skills and attention to detail while displaying optimism. 
• Eagerness to learn and complete research. 
• Organizational skills and ability to multitask. 
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and general computer navigation skills.
• Ability to adhere to policies, procedures, and guidelines.

 

Must-have capabilities: 

• If on closing shift, must be able to work until queues are closed for the day. This would be no earlier than 6:05 EST. 
• Must have ability to work from home in an environment conducive to being on the phone throughout the day.
• Must have internet bandwidth of 12 Mbps (Megabits per second). Preferred bandwidth is 25 Mbps to perform at full capacity. To check internet speed, go to ‘Google’ and type in ‘Speed Test’ and simply select ‘Run Speed Test’. This will run for roughly 30 seconds. Once complete you will