Customer Service Specialist-Life Policy Update Team

Overview:

Within the Customer Service department, the Life Policy Update team is responsible for updating policy information along with processing non-financial requests such as Beneficiary Changes, Allocation Changes, and Ownership Changes for Life Insurance Policies. We take pride and accountability in providing accurate and timely processing in a manner that exemplifies employee ownership.

Responsibilities:

• Review and process requests from contract and policy owners, agents and internal support departments with a sense of urgency.
• Manage multiple responsibilities and processes, ensuring all items are reviewed and completed according to the specified service standards, including but not limited to processing tasks, handling incoming and outgoing calls, emails and any other job related functions.
• Acquire and maintain knowledge of multiple systems including internal processing, web based and workflow systems.
• Communicate both verbally and in writing to customers, agents or vendors to ensure transactions are in good order for processing.
• Maintain working knowledge of current and past products and procedures.
• Ensure compliance with applicable federal and state laws, regulations and requirements related to policies and contracts.
• Research contract and policy history in order to provide information to external customers, internal customers or agents. This includes matters related to: service history and timelines, taxes and tax reporting, corrections and accounting.
• Recognize problems and analyze information to determine the correct course of action for escalated and complex matters.
• Meet or exceed all KPIs and any communicated service standards.
• Actively engage in team and individual improvement activities as requested by your leader, including but not limited to team huddles, problem solving sessions, scheduled team meetings and individual development.
• Identify concerns and opportunities within the area or team and provide ideas for improvement.
• Provide a positive and professional customer experience with internal and external customer interactions.
  

Qualifications:

• Bachelor's Degree Preferred
• Relevant work experience in the life and/or annuity insurance industry Preferred
• Previous customer service and/or call center experience Preferred
• Strong focus on customer service
• Excellent verbal and written communication skills
• Strong organizational and problem solving skills with high attention to detail
• Self-motivated with the ability to work independently and effectively
• Adaptable to frequent change in a fast paced work environment
• Proficient in Microsoft Suite (e.g. Office, Excel, PowerPoint) and basic computer skills

Suitability Requirements: • Criminal background check required.

• FINRA regulations require fingerprinting for this position. Management reserves the right to determine and approve incumbent suitability for this position.

Company Information: •Sammons Financial Group offers a competitive benefit package that includes: Health, Dental, Vision, Company Paid Retirement, PTO and Holiday Pay.

• Our Employee Stock Ownership Plan (ESOP) is a 100% company-funded retirement plan, so you can save for retirement without contributing a penny of your own paycheck.
• Healthy balance between work and personal lives. Friday afternoons off all year long, competitive PTO, and generous number of paid holidays.
• Our incentive program for defined goals subject to eligibility and performance. Monetary rewards are based on individual and/or overall company performance.
• Colleagues who support one another, model our core values, and drive our healthy, high-performing culture. Pay Transparency Verbiage: Range includes data points from multiple labor markets. Specific range is dependent on the labor market where the incumbent will be hired to perform the position. Starting salary is dependent on candidate qualifications and experience. For a narrower salary range specific to your labor market, please inquire. Work Authorization/Sponsorship: At this time, we’re not considering candidates that need any type of immigration sponsorship now or in the future or those needing work authorization for this role (This includes, but is not limited to students on F1-OPT, F1-CPT, J-1, etc.)