Customer Contact Specialist - West Des Moines, IA
2 days ago
Job summary
Communicate verbally with policyowners agents third parties and internal support departments in matters relating to customer needs Approach all interactions with the customer at the forefront using the corporate shared values as the guide for all interactions Communicate policy values various features and rider benefits coverage options indexed and variable policy performance products interest rates address changes allocation changes withdrawals surrenders transfers exchanges beneficiary changes ownership changes guideline regulations annual quarterly statements completing forms provide standard established turnaround times as applicable Acquire maintain working knowledge of company products stay familiar with most up-to-date changes to procedures complete any required training courses Field questions regarding policy loans billing accounting processing grace processing lapse notification Display working knowledge premium contribution regulations Correctly identify appropriate regulations ensure proper handling requests Verify provide explanation tax documents Consult coordinate other applicable departments New Business Agency Services Sales Marketing Customer Correspondence Annuity/Life Division Submit accurate timely requests workflow system work item handled varying departmental procedures Have working knowledge each department job function designated service level agreements manage end user expectations Meet departmental expectations phone written quality average handle time held consulted calls availability checks Navigate direct agents policy owners access policy information external websites Troubleshoot website display errors assist setting up notification preferences requesting illustrations reviewing correspondent Identify communicate proactively solve problems issues before service breakdown complaint occurs Maintain multiple functions incoming calls emails noting files faxing flexible high low call volumes displaying exemplary customer service skills Efficiently navigate systems Microsoft Word Excel Outlook Provide trends feedback department leadership shared division senior leadership received communications customers agents Open discuss concerns team ideas improve process procedure openly discuss thoughts Promote teamwork supporting members sharing knowledge provide feedback coaching ideas peer mentoring personal development Participate continued training additional job functions department advancement developmental workforce courses apply learning Assist management determining implementing efficient workflow methods Drive meet exceed performance goals KPIs SLAs communicated standards Proactively participate daily huddle board discussions offering ideas insights support Actively problem solving sessions requested manager Take ownership implementing standard work other changes daily work processes Continuously strive create positive customer experience throughout all customer interactions request processing problem-solving efforts Commitment embrace Sammons Financial Group Companies shared values Accountability Connection Openness Respect Integrity Regular attendance expected business service levels workflow demands Other duties assigned
Job description
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