Customer Service Specialist Job at Sammons Financial Group (West Des Moines)

Job Description

Provide efficient, compliant and high quality service to our customers in support of the business unit's goals and established service level agreements (SLAs). Responsible for meeting stated individual and team key performance indicators (KPIs) and SLAs while driving improvement to overall ease of business for our teams and customers.

Job Responsibility

Review and process high volumes of requests from contract and policy owners, agents and internal support departments in a fast paced, time-sensitive environment
Manage multiple responsibilities and processes, ensuring all items are reviewed and completed according to the specified service standards, including but not limited to processing tasks, handling incoming and outgoing calls, emails and any other job related functions
Acquire and maintain knowledge of multiple systems including internal processing, non-web based, web based and workflow systems
Communicate both verbally and in writing to customers, agents or vendors to ensure transactions are in good order for processing
Acquire and maintain working knowledge of current and past products and procedures
Utilize accounting principles and practices to ensure accounts are in good standing and in compliance with suspense controls
Provide a positive and professional customer experience with internal and external customer interactions
Ensure compliance with applicable federal and state laws, regulations and requirements related to policies and contracts
Research contract and policy history in order to provide information to external customers, internal customers or agents. This includes matters related to: service history and timelines, taxes and tax reporting, corrections and accounting
Recognize problems and analyze information to determine the correct course of action for escalated and complex matters
Take ownership and accountability for achieving and maintaining daily production goals and decreasing total turnaround time. Monitor personal work to verify accuracy and ensuring compliance with company standards and regulations
Meet or exceed all KPIs and any communicated service standards
Actively engage in team and individual improvement activities as requested by your leader, including but not limited to team huddles, problem solving sessions, scheduled team meetings and individual development
Support multiple customer bases that include distribution partners, external customers, third parties and internal partners
Identify concerns and opportunities within the area or team and provide ideas for improvement
Provide training support for the team, including helping to train new team members when necessary
Provide back-up support for other team members
Perform due diligence to potentially identify fraudulent activity and take appropriate action to alert leadership
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
Relevant work experience in the life and/or annuity insurance industry Preferred
Previous customer service and/or call center experience Preferred
Strong focus on customer service
Excellent verbal and written communication skills
Strong organizational and problem solving skills with high attention to detail
Self-motivated with the ability to work independently and effectively
Adaptable to frequent change in a fast paced work environment
Proficient in Microsoft Suite (e.g. Office, Excel, PowerPoint) and basic computer skills
Criminal background check required
FINRA regulations require fingerprinting for this position

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. Monetary rewards are based on individual and/or overall company performance
Colleagues who support one another, model our core values, and drive our healthy, high-performing culture

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