Customer Care Professional- Annuities Full Time NEW

Summary:

illumifin, a leading provider of business process outsourcing for the insurance industry, is seeking a Customer Care Professional for Annuities. This role involves handling inbound calls, resolving issues, and providing excellent service to customers and agents. The company promotes a culture of respect, integrity, learning, and initiative.

Responsibilities:

• Answer incoming calls regarding annuity contracts, including general inquiries, service requests, and concerns from consumers and agents.
• Utilize multiple online resources to accurately educate and/or process requests specific to highly regulated products.
• Comply with organizational privacy policies, including HIPAA and all other state/federal rules and regulations.
• Provide prompt, courteous, and excellent service to internal and external customers always, demonstrating compassion, empathy, and industry aptitude.
• Handle complaints, present appropriate solutions, and alternatives within the timeframes set, and follow up to ensure that the issue has been resolved.
• Meet and/or exceed established metric requirements.
• Deescalate challenging situations and identify when situations should be appropriately escalated to the next level.
• Refer issues to appropriate areas to ensure efficient resolution, involving leadership when necessary.
• Stay up to date on carrier and company policies and procedures.
• Adhere to established service standards while maintaining quality standards.
• Use time effectively and efficiently.
• Perform other duties as assigned.

Requirements:

• High School diploma or GED equivalent required.
• Minimum of one-year general office experience required.
• Minimum of one-year customer service experience preferred.
• Working knowledge of annuities or other financial services products is preferred.
• Excellent active listening, interpersonal, and communication skills.
• Ability to navigate across multiple technology platforms.
• Intermediate computer skills required; experience with MS Word, Excel, Outlook, etc.
• Ability to process requests that require utilization and understanding of math concepts and application.
• Critical thinking and complex problem-solving skills required.
• Excellent organization and detail orientation skills.
• Ability to meet established deadlines.
• Dependability and timeliness.
• Personal Cell phone or Land line required for multi-factor authorization, specific to Microsoft requirement.
• A dedicated workspace must be in the primary residence of the remote work employee. The workspace must be in a room which ensures privacy and no distractions during work hours.
• The remote work arrangement is not designed as a substitute for child or adult care. Dependent care and family responsibilities must be arranged so as not to interfere with work time.
• illumifin IT Department’s recommendation for minimum Internet connectivity speed is: 20 Mbps download, 20 Mbps upload, Ping (latency) should not exceed 50ms (milliseconds).

Benefits:

• Flexible spending account.

Tagged as: Annuities, Customer Service, Financial Services, illumifin, United States