Job Description

Contact Center Customer Service Inbound/Outbound I
Remote
Contract

Job Summary:
This position is responsible for handling cancellations and moderate to complex inquiries, addresses various types of policies to save the policy. Takes calls from internal or external customers in an efficient, professional and accurate manner and resolving service concerns while documenting customer requests and completing changes to policies. Service to customers may include inbound/outbound calls, incoming correspondence, other communications sources and call transfers for service transactions.



Key Responsibilities:
Assist with customer product retention.
Licensed to be able to review coverages and save policies
Resolve routine, complex, and unique questions/issues.
Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.
Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller's situation.
Demonstrates accuracy in processing changes to customer policies based on the information provided and identifies opportunities for cross sales (if applicable).
Working knowledge of insurance policies and related processes and procedures.
Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them including any follow-ups required on our customer's part and updates as warranted
Remain current on new marketing campaigns in order to respond appropriately to marketing-related inquiries using all available resource tool.
Inputs and tracks into the appropriate databases.



Supervisory Responsibilities:
This job does not have supervisory duties



Preferred Qualifications:
Education and Experience
High school diploma or equivalent experience
2-3 years of call center experience preferred.
Certificates, Licenses, Registrations
Must be able to present your NPN or Agent License Number during interview
Require a Life & Health license, based on business unit requirements.
Must be licensed in 50% of the following states: FL & GA must be two of the licensed states (excluding VT, HI, NY, NH)
The licensed states are:
AK AL AR AZ CA CO CT DC DE FL GA HI IA ID IL IN KS KY LA MA MD ME MI MN MO MS MT NC ND NE NM NV OH OK OR PA SC SD TN TX UT VA WI WV WY
2-3 years of call center experience preferred.
2-3 years Life & Health sales experience preferred.

Functional Skills
Life & Health Insurance background is preferred.
Excellent level of communication skills (both written and verbal)
Excellent computer skills, including typing proficiency, multi-tasking between online applications, working knowledge of Microsoft products (Outlook, Excel, folders)
Flexible and adaptable to business requirements for changes needed to service the customer.
Collaborate with peers and management on special projects and committees.
Apply good use of time management skills.
Ability to prioritize and multi-task.
Comfortable with making cold calls as a Welcome to the company and requesting information.

Job Tags

Similar Jobs