Call Center Customer Care Representative DEC VD 1

Responsibilities

Provides information on a variety of complex customer service issues requiring knowledge of life and health insurance, retirement, annuity and investment products and transactions focusing on customer satisfaction, quality, and efficiency.

Communicates with customers regarding service request or problems; documents, evaluates and resolves customer's inquiries.

Thoroughly documents all contacts and conversations; follows up as required.

Works with other departments to complete customer requests as needed and minimize escalations.

Gains proficiency in various administration and automated workflow systems.

Processes complex and varied service requests.

Consistently meets/exceeds set quality and productivity metrics.

Functions w/in a team-based environment, and actively participates in achieving team goals. Meets/exceeds performance metrics as determined by department.

Qualifications

High School diploma or equivalent.

Up to 2-year experience with call center or customer service experience/training.

Fundamental computer knowledge and manoeuvrability within window applications.

Basic understanding of Microsoft office suite, specifically Word and Excel.

Preferred Qualifications

Associates degree preferred.

General understanding of life and health insurance, retirement, annuity and investment products a plus.

Experience working within a computer mainframe a plus.

Behavioural & Leadership Competencies

Ability to maintain confidentiality of customer and company information.

Ability to work independently and seek additional opportunities when able.

Ability to work in a team environment to develop integrity, trust, and respect of co-workers at all levels

Good verbal and written communication skills.