Customer Contact Specialist - Life Job at Sammons Financial Group (Sioux Falls)

Job Description

Communicate verbally with policyowners, agents, third parties and internal support departments in matters relating to customer needs. Approach all interactions with the customer at the forefront, using the corporate shared values as the guide for all interactions.

Job Responsibility

Communicate verbally with policyowners, agents, third parties and internal support departments in matters relating to customer needs
Approach all interactions with the customer at the forefront, using the corporate shared values as the guide for all interactions
Responsible for front line/customer facing in responding to inbound calls by providing support to agents, policy owners, third parties or others in verbal and written communication using a professional and friendly approach
Answer calls regarding policy values, various features and rider benefits, coverage options, indexed and variable policy performance, products, interest rates, address changes and allocation changes, withdrawals, surrenders, transfers and exchanges, beneficiary changes, ownership changes, guideline and regulations, annual and quarterly statements, completing forms and provide standard established turnaround times
Acquire and maintain working knowledge of company products
Field questions regarding policy loans, billing and accounting processing, grace processing and lapse notification
Display a working knowledge of premium and contribution regulations
Correctly identify appropriate regulations to ensure proper handling of requests
Consult and coordinate with all other applicable departments including New Business, Agency Services, Sales and Marketing, Customer Correspondence and the Annuity/Life Division
Submit accurate and timely requests via workflow system to ensure work item is handled in accordance with varying departmental procedures
Meet departmental expectations for phone and written quality, average handle time, held and consulted calls and availability checks
Navigate and provide direction to agents and policy owners to access policy information via external websites
Identify, communicate and proactively work to solve problems or issues before a service breakdown or complaint occurs
Maintain multiple job functions such as incoming calls, e-mails, noting files, faxing, while being flexible between high and low call volumes while displaying exemplary customer service skills
Efficiently navigate multiple systems as well as Microsoft Word, Excel and Outlook
Provide trends and feedback to department leadership to be shared with division and senior leadership
Promote teamwork by supporting team members and sharing knowledge
Participate and apply continued training on additional job functions for department advancement
Assist management with determining and implementing efficient workflow methods
Drive to meet/exceed all performance goals including KPIs, SLAs and other communicated standards
Proactively participate in daily huddle board discussions offering ideas, insights and support
Actively participate in problem solving sessions as requested by your manager
Take ownership of implementing standard work and other changes into your daily work processes
Continuously strive to create a positive customer experience throughout all customer interactions
Commitment to embrace Sammons Financial Group Companies shared values
Regular attendance is required and expected in order to meet the business service levels and workflow demands
Other duties as assigned

Requirements

Bachelor's Degree Preferred
Previous customer service/call center experience Preferred
Must have the ability to communicate effectively and tactfully with agents and policyowners
Must have knowledge of and ability to maneuver through multiple information screens
Excellent verbal and written communication skills
Must have strong organizational skills
Strong problem solving skills
Ability to work efficiently and independently or in a team environment
Able to adapt to frequent change

What we offer

Comprehensive health coverage for you and your family, including Medical, Dental, Vision, HSA & FSA options, and term life insurance
Competitive compensation with a performance-based incentive program tied to clear goals and individual and/or company success
100% company-funded Employee Stock Ownership Plan (ESOP), plus automatic enrollment in our 401(k)
Friday afternoons off year-round, generous paid time off, and paid holidays
Paid development time, tuition reimbursement, and professional development opportunities across industry, individual, and leadership programs
Volunteer time off, and our company nonprofit matching gift program
An ownership culture that inspires
join a connected, values-driven workplace where employees take accountability, support one another, and are empowered to do their best work—together shaping our future shared success

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Customer Contact Specialist - Life

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