Job Description

Under general supervision, performs moderately complex transaction processing work. Identifies and resolves problems in a timely fashion following established guidelines. Incumbents have a good understanding of their specific product or functional area and are flexible in attitude. The successful candidate should have problem solving and analytic mindset, attention to detail and ability to work in a target driven environment is a must.

Under general supervision, performs moderately complex transaction processing work. Identifies and resolves problems in a timely fashion following established guidelines. Incumbents have a good understanding of their specific product or functional area and are flexible in attitude. The successful candidate should have problem solving and analytic mindset, attention to detail and ability to work in a target driven environment is a must.

The CSR is responsible for speaking directly to customers (policyholder) and financial advisers (agent) via inbound line and provide responses to general contract and transaction inquiries. Also provide answers to questions involving Illustrations.

• Provide customer service to producers and contract owners by effectively responding to incoming phone calls related to variable and fixed annuity products.
• Perform outbound phone calls, as needed, to complete the fulfillment of requests and follow up on inquiries.
• Effectively and efficiently communicate with customers by adhering to established call center protocols and performance standards
• Update information in administrative and workflow systems to process producer and/or policyholder requests and claim requests within established time and quality standards
• Remain current on changes and updates for products, processes, and operational procedures to ensure compliance with all required regulations and standards
• Must maintain strict adherence to schedule, have excellent time management skills, and be energized by front-line customer service delivery in a fast-paced environment.
• Cross-train on multiple functions to provide operational flexibility and support for peak demand periods throughout the year
• Provide suggestions for improvement of current processes to management

• College undergraduate (minimum of 2 years) with 1-year BPO experience with more than 2 years of BPO experience
• Overall CEF score of B2