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Customer Contact Specialist - Life

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Sammons Financial Group

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Location:
United States , Sioux Falls

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Category:
Call Center

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Contract Type:
Employment contract

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Salary:

35085.00 - 58475.00 USD / Year
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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

Additional Information:

Job Posted:
May 05, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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