CSR III

Summary:

Client Services Representative III responds to a high volume of incoming telephone inquiries from our valued policyholders and/or producers.

Essential Duties and Responsibilities:

• Provides Exceptional Customer Service
• Offers comprehensive support on our company’s products
• Responsible for maintaining complete and accurate internal documentation that meets regulatory and compliance with company standards
• Identify customer’s needs, research issues and provide solutions
• De-escalate situations involving dissatisfied customers
• Often supports less experienced Client Services Representatives which may include day to day training
• Fulfills complex service request
• Calculates cash values, premium refunds/changes, loan balances or other such values

Knowledge, Skills & Abilities

• Telephone etiquette skills
• Strong written and verbal communication skills necessary
• Ability to perform complex manual mathematical calculations
• Must be able to learn, comprehend and apply tax regulations as they apply to distributions and changes to annuity and life policies
• Strong organizational skills
• Knowledge and skill at applying customer service theories and practices
• Basic computer knowledge and keyboarding skills
• Detail Oriented
• Ability to work in a fast-paced environment

Education & Experience

• High school or GED required
• 1 – 2 years of Call center customer service experience
• Prior Insurance industry experience preferred but not required

Licenses & Certifications

• None required

Supervision & Leadership

• No Supervision responsibilities

Work Environment

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
• Regular and predictable attendance is required.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Ability to work remotely as needed by the business.

Statement of Other Duties Provision:

• The information contained in this job description is not intended to be an all-inclusive list of duties and responsibilities, skills and abilities, or other listed requirements.
• Management may, at its discretion, assign, reassign, or add additional duties and responsibilities to this job at any time.
• The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons.