Job Description
The Customer Service Representative (CSR) position is a dynamic Contact Center position focused on the servicing of inbound telecom/email requests. Contact Center Representatives will handle complex inquiries involving Membership/Fraternal transactions that arrive in 3 primary languages (English, French, Spanish). The successful CSR will be able to thrive in a high-volume, changing service environment. At all times, maintains a professional, courteous, and positive image to reflect positively on the Orders image and business operations.
Core Responsibilities
- Greets callers positively and professionally; verifies security information such as, but not limited to, agent id, social security #, dob, address, and phone numbers.
- Engages callers, asks probing questions, to determine the nature of the call, and responds to the reason for the call. Use the client’s administrative systems to search for the information needed to answer the callers inquiry and provide the appropriate response.
- Follows procedures for release of specific policyholder information; assesses customer and field force needs for Home Office assistance. Forwards standard or special action requests to the appropriate department to comply with the callers request for written correspondence.
- Reviews and determines the nature of email inquiries, analyzes the issue, and responds appropriately or directs the inquiry to the proper department. Serves as liaison between the client’s website and appropriate departments.
- Routinely reviews departmental communications, product updates, and other tools to stay current with organizational developments.
- In-depth knowledge of life insurance and annuity products in particular, with emphasis on the Orders product offerings.
- In-depth knowledge of Membership and Fraternal business function
- Complete familiarity with online information systems and procedures regarding the dissemination of information and product administration.
- Solid oral and written communication skills.
- Must be customer service oriented.
- Conflict resolution; diplomacy.
- Must be able to multi-task and enjoy working in a high-volume contact center
- Life 70, Policy Master Record, Ingenium, Red I, Rate Book, RBSS, AWD, website.
- Customer Service training materials
- Microsoft Office: Outlook, One Note, Teams. Word, Excel
- Familiarity with Call Center Technology: IVR, Soft-Phone, Call Back Assist
- CRM
- Customer-Focused, Empathy, Service-Minded, Flexible, Task-oriented, Integrity, Multi-tasker
- Bilingual English/Spanish or English/French
- BS or BA degree in related field or equivalent work experience
- 2-3 years related work experience with life insurance products and/or direct customer contactor equivalent combination of training and experience.
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