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Customer Contact Specialist

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Sammons Financial Group

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Location:
United States , West Des Moines

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

39470.00 - 65785.00 USD / Year
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Job Responsibility:

  • Communicate verbally with policyowners, agents, third parties and internal support departments in matters relating to customer needs
  • 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, but not limited to: 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, as applicable
  • 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
  • Verify and provide explanation for tax documents
  • 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, as received through communications with customers or agents
  • Promote teamwork by supporting team members and sharing knowledge
  • provide feedback and coaching ideas for peer mentoring and personal development
  • 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 (key performance indicators), SLAs (service level agreements) and other communicated standards
  • Proactively participate in daily huddle board discussions offering ideas, insights and support
  • Actively participate in problem solving sessions (standard work, root cause problem solving, etc.) 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, request processing/handling, and problem-solving efforts
  • Commitment to embrace Sammons Financial Group Companies shared values (Accountability, Connection, Openness, Respect and Integrity)
  • As stated within the Company Attendance and Punctuality policy, 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
  • Criminal background check required
  • If the position is in the SIG business unit, Annuity New Business Securities team, or if we are holding securities licenses, FINRA regulations require fingerprinting for this position
  • if we are holding securities licenses, a credit check will also be required
What we offer:
  • Health, Dental, Vision, Company Paid Retirement, PTO and Holiday Pay
  • Employee Stock Ownership Plan (ESOP) is a 100% company-funded retirement plan
  • Healthy balance between work and personal lives
  • Friday afternoons off all year long, competitive PTO, and generous number of paid holidays
  • Incentive program for defined goals subject to eligibility and performance
  • Colleagues who support one another, model our core values, and drive our healthy, high-performing culture

Additional Information:

Job Posted:
February 19, 2026

Employment Type:
Fulltime
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