What are the responsibilities and job description for the Customer Care Professional - Annuities position at illumifin?
Part-Time Monday-Friday 10:30am-4:30pm ET
JOB SUMMARY: This role's purpose is to handle inbound calls, research and resolve issues, review financial transactions, and accurately respond to inquiries in a timely and professional manner.
ESSENTIAL FUNCTIONS
Title: Customer Care Professional
FLSA: Non-Exempt
- Answer incoming calls regarding annuity contracts, which will include general inquiries, service requests, 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. This includes the ability to demonstrate 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.
- Ability to meet and/or exceed established metric requirements.
- Ability to deescalate challenging situations and identify when situations should be appropriately escalated to the next level.
- Issues are referred 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.
- Uses time effectively and efficiently.
- Other duties as assigned.
QUALIFICATIONS
. 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:
- 30 Mbps download
- 5 Mbps upload
- Ping (latency) should not exceed 50ms (milliseconds)
To test your connectivity speed, navigate to https://www.speedtest.net/.
ENVIRONMENT and COGNITIVE /PHYSICAL DEMANDS
. Requires prolonged sitting and telephone usage.
. Requires the use of standard office equipment.
. Infrequent lifting up to 15 pounds.
