Responsibilities

• Handle inbound service inquiries relating to Variable Annuity and Variable Life insurance products, varying from general questions, such as providing policy information, values, how to process transactions for withdrawals, loans, fund transfers, etc. to complex service requests.  A typical day would be to respond to approximately 30+ inbound calls per day. 
• Collaborate with other operation departments to complete customer requests as needed to provide a first call resolution and positive customer experience. 
• Consistently meet and exceed goals relating to quality, productivity, and net promoter score metrics.  
• Work in a fast pace, structured environment.  

Qualifications

• Two years’ experience in high call volume, complex inbound call center with a focus on financial services. Superb written and verbal communication skills with ability to respond professionally under pressure. 
• Advance computer skills demonstrated strength with navigating multiple systems. Advanced experience in Microsoft tools.
• Flexibility to work any shift between 8:00 a.m. ET- 7:00 p.m. ET Monday through Friday. 
• Sound judgment and excellent problem-solving skills. 
• FINRA Series 6 registration within 3 months of Hiring. 
• Any other Series Licenses will not be sponsored, including dual registration with other Broker/Dealers and conflicting outside business activities, such as sales of any Life Insurance or Securities products.

Preferred Qualifications

• Associates degree preferred
• General understanding of life and health insurance, annuity and investment products.
• Prior experience in CRM software, such as Salesforce or Zendesk
• Ability to speak a second language

Behavioral Competencies

• Ability to maintain confidentiality of customer and company information.
• Ability to work independently, be solutions focused and be accountable for work. 
• Ability to work in a team environment to develop integrity, trust and respect of coworkers at all level
• Exceptional, professional and adaptive verbal and written communication skills
• Dependable, punctual and reliable attendance