Service Specialist Ii, Phones

Service Specialist II is responsible for providing a top-notch experience for our internal and external customers via omni-channels of communication by responding to customer questions and completing transactions regarding annuity accounts.

ESSENTIAL DUTIES AND RESPONSIBILITIES:  

• Responds to internal / external customer calls, emails and other forms of communications, resolving inquiries promptly, efficiently and professionally.
• Maages large amounts of inbound and outbound calls in a timely manner in a fast-paced environment.
• Communicates answers and solutions to customers verbally and/or in writing
• Available to answer calls, uses appropriate aux codes when unavailable to take calls due to breaks, training, projects or lunch.
• Researches questions and/or issues to identify causes and solutions and/or to disseminate accurate information to customers.
• Meets or exceeds department standards by adhering to schedule, providing accurate information, using soft phone skill techniques, and following all other performance metrics defined by Customer Excellence.
• Assists other teams within operations depending on business needs.
• Updates contracts promptly with notes so the most current information is readily available to all company personnel.
• Utilizes and navigates multiple computer systems, applications, and procedure tools to access and identify information.
• Initiates and takes ownership in creating solutions, answering questions and finding information for internal and external customers.
• Collaborates with teammates in creating solutions for different customer issues and situations.
• Actively collaborates with manager and team on ideas and ways to improve efficiencies in department; collaborates and works with team promoting a positive and professional work environment.
• Regularly communicates status of pending work and promptly responds to manager emails requiring a response.
• Performs other duties as assigned.
• Partners with Quality Control to ensure company reputation is upheld.
• Identifies red flags for customer fraud and report.
• Manages processing tasks in a timely manner in a fast-paced environment.

SUPERVISORY RESPONSIBILITIES:

 

Direct Reports: 0

 

General Description of Indirect Reports (2 and 3 downs): 0

• High school diploma or general education degree (GED); plus a minimum of one (1) year of related experience; or equivalent combination of education and experience.
• Experience in a business environment.
• Experience and understanding of insurance and related products preferred.

KNOWLEDGE, SKILLS AND ABILITIES:   

 

• Must possess computer skills, type 40+ wpm accurately and know how to operate a computer, as well as computer programs and applications.
• Strong customer service orientation with a pleasant demeanor.
• Effective verbal and written communication skills including the ability to effectively present information and respond to questions.
• Ability to relay thoughts, opinions and ideas clearly.
• Mathematical skills and strong attention to detail.
• Ability to work cooperatively and successfully with employees, customers, and other outside third parties.
• Strong organizational and planning skills.
• Proficient in the use of Microsoft Office Suite.
• Ability to read and comprehend simple instructions, short correspondence and memos.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• The ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to successfully handle pressure and meet deadlines in a fast-paced work environment.
• Effective time management skills.
• Ability to actively listen to internal/external customers.
• Willingness to learn.