2-3 years of experience in customer service, preferably with life insurance products and/or direct customer contact
Bilingual capabilities preferred: French Canadian, or English/Spanish; English-only candidates considered
BS or BA degree in a related field or equivalent work experience
Strong communication skills and proficiency with Microsoft Office (Outlook, Word, Excel, OneNote, Teams) and familiarity with call center technology (IVR, soft-phone)
Requirements:
Greet callers professionally and verify security information as needed (e.g., agent ID, SSN, date of birth, address, and phone numbers)
Engage callers, ask probing questions to determine the nature of the call, and use administrative systems to locate information and provide a correct response
Review and respond to email inquiries, assess issues, and direct inquiries to the proper department; act as liaison between the website and appropriate departments
Routinely review departmental communications and product updates to stay current with organizational developments
Job description
Job title: Customer Service Representative Location: Remote (preferred in the Tri-State area) Duration: 6+ Month C2H
2-3 years of experience minimum. Heavy preference for French Canadian speaking candidates, open to Bilingual - English/Spanish candidates, and will also consider English speaking candidates.
Overview The Customer Service Representative (CSR) position is a dynamic Contact Center position focused on the servicing of inbound telecom/email requests from Members. 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 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 our website and appropriate departments.
Routinely reviews departmental communications, product updates, and other tools to stay current with organizational developments.
Skills Qualifications
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, and website.
Customer Service training materials
Microsoft Office: Outlook, One Note, Teams. Word, Excel
Familiarity with Call Center Technology: IVR, Soft-Phone, Call Back Assist
Education: BS or BA degree in related field or equivalent work experience 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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