Customer Service Representative
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POST DATE 8/18/2016
END DATE 2/15/2017
Ameritas Life Insurance Corp
JOB DESCRIPTIONJob Description
The Contact Center Representative is responsible for providing prompt, accurate and courteous service in order to build and maintain positive relationships with policyholders and field partners.
Position Location: Lincoln, NE
Title of supervisor to this position: Manager - Individual Client Services
Titles of those reporting directly to this position: None
Communicate by telephone, e-mail, or other written correspondence with policyholders and field partners to expedite service requests for individual life, annuity and disability policies. Understand and anticipate the needs of customers to deliver service that meets or exceeds expectations of clients and falls within stated department Service Standards.
Communication must be pleasant, professional, tactful and informative at all times. Obtain and analyze data from various sources to provide accurate and complete responses to agents and clients.
The Associate must be able to analyze complex telephone inquiries and determine necessary steps for resolution including opening workflows and forwarding to appropriate team.
Utilize all applications, telephony and administrative systems, and other tools used to perform essential job duties.
Work independently using all available resources.
Have the ability to assess situations, communicate issues promptly, and offer thoughtful solutions. Identify and resolve procedural and system related problems that directly impact the service provided to our customers. Coordinate with individuals in other areas of the company as needed to resolve problems, remaining responsible until resolution.
Display the highest standards of honesty, integrity, fairness, optimism and ethics in all activities. Build positive customer relationships while acting to protect the confidentiality of information.
Demonstrate a progression toward training to take on additional responsibilities within the Individual Service organization to assist with work load management such as policy contract changes, generating illustrations, and other back office functions.
Must be able to prioritize multiple tasks and act with appropriate sense of urgency while shifting between processing and answering phone calls.
Willingness to have calls evaluated or monitored for training and quality assurance purposes. Must be open to feedback and demonstrate an enthusiasm to learn methods that exceed the expectations of our customers both internal and external.
Associate has the express duty to comply with all applicable insurance laws and regulations and with approved company policies, practices and procedures related to ethical market conduct activities. Work under deadlines structured by the stock market as it relates to transactions. Employee further has the responsibility to immediately report known or suspected violations of laws, regulations and company policies, practices and procedures to the company s compliance officer.
Must have a high level of curiosity and show willingness to learn new methods, procedures, techniques or systems resulting from departmental or organizational wide changes.
Maintain a very global level of expertise in all areas (Post-Issue Processing Center and New Business Processing Center) and remaining familiar with daily processing requirements in all of these areas.
Required Knowledge and Skills:
* Must have a college degree or equivalent work experience and 1 3 years of client service or insurance background preferred.
* Excellent telephone skills, problem solving, analytical and decision-making skills are required.
* Ability to prioritize tasks and consistently meet deadlines.
* Personal computer experience in database, spreadsheet, word processing and internet navigation software.
* Mainframe experience is a plus.
* Planning, organizational and mathematical skills are important.
* Must possess excellent verbal and written communication skills and show a strong commitment to customer service.
Factor I: Strategic Skills
Factor II: Operating Skills
Timely Decision Making
Managing and Measuring Work
Total Work Systems
Factor III: Courage
Factor IV: Energy and Drive
Drive for Results
Factor V: Organizational Positioning Skills
Comfort Around Higher Management
Factor VI: Personal and Interpersonal Skills
Integrity and Trust