Agency Services Representative

Sammons Financial Group•Sioux Falls, SD

3d•Onsite

About The Position

This role involves communicating verbally with agents, distribution partners, third parties, and internal support departments regarding agent and customer needs. All interactions should be approached with the customer at the forefront, guided by the corporate shared values.

Requirements

Ability to learn and maintain a working knowledge of multiple companies and multiple lines of business.
Ability to consistently provide accurate information.
Quickly and accurately interpret the needs of the customer to ensure proper resolution.
Ability to communicate effectively and tactfully with internal and external business partners.
Knowledge of and ability to maneuver through multiple legacy systems and information screens.
Strong problem-solving skills and ability to resolve complex situations, including identifying necessary resources.
Excellent verbal and written communication skills.
Strong organizational skills.
Ability to work efficiently and independently or in a team environment.
Able to adapt to frequent change.
Criminal background check required.

Nice To Haves

Bachelor's Degree Preferred
Previous customer service/call center experience Preferred

Responsibilities

Respond to inbound calls by providing support to North American, Midland National, and Sammons Institutional Group agents, internal/external business partners, and third parties in verbal and written communication using a professional and friendly approach, adhering to company policy, procedure, and Service Level and Quality Standard Agreements.
Provide accurate information on calls regarding contract status, set-up and changes, address changes, EFT set-up, annualization set-up/changes, beneficiary designation/changes, agent training, policy status, commissions schedules, commission rates, deferred compensation/agent retirement, agent of record status, completing forms, and provide standard established turnaround times.
Submit accurate and timely requests via workflow system, ensuring work items are handled in accordance with varying departmental procedures. Maintain working knowledge of each department’s job function and designated service level agreements to manage end-user expectations.
Provide follow-through to ensure problem or complaint resolution and notify individuals of action taken. Perceive, distinguish, and empathize with emotions of internal/external customers. Record calls, process requests, and update account history with inquiry results, including proper documentation.
Acquire and maintain working knowledge of North American, Midland National, and Sammons Institutional Group products, staying familiar with the most up-to-date procedure changes and completing required training courses.
Display a working knowledge of commissionable premium and target on products.
Display a working knowledge of state appointment guidelines.
Correctly identify appropriate regulations to ensure proper handling of requests. Verify and provide explanation for tax documents.
Consult and coordinate with other applicable departments including New Business, Customer Contact, Sales & Marketing, Customer Correspondence, and the Annuity/Life Division.
Meet departmental expectations for phone and written quality, average handle time, held and consulted calls, and eligibility.
Navigate and provide direction to internal and external business partners to access policy information via external websites. Troubleshoot website issues and provide expert resource for agent-related information.
Identify, communicate, and proactively work to solve problems or issues before a service breakdown or complaint occurs.
Maintain multiple job functions such as incoming calls, emails, noting files, faxing, while being flexible between high and low call volumes and displaying exemplary customer service skills.
Efficiently navigate multiple systems as well as Microsoft Word, Excel, and Outlook.
Provide trends and feedback to department leadership regarding communications with external business partners. Discuss concerns within the area/team and provide ideas for improvement. Identify ways to improve processes/procedures and openly discuss thoughts.
Promote teamwork by supporting team members and sharing knowledge; provide feedback and coaching ideas for peer mentoring and personal development.
Participate and apply continued training on additional job functions for department advancement. Participate in developmental workforce courses and apply learning.
Assist management with determining and implementing efficient workflow methods.
Commitment to embrace Sammons Financial Group Companies shared values (Accountability, Connection, Openness, Respect and Integrity).
Maintain regular attendance and punctuality as required to meet business service levels and workflow demands.
Perform other duties as assigned.

Benefits

Comprehensive health coverage for you and your family, including Medical, Dental, Vision, HSA & FSA options, and term life insurance.
Competitive compensation with a performance-based incentive program tied to clear goals and individual and/or company success.
100% company-funded Employee Stock Ownership Plan (ESOP).
Automatic enrollment in our 401(k).
Friday afternoons off year-round.
Generous paid time off.
Paid holidays.
Paid development time.
Tuition reimbursement.
Professional development opportunities across industry, individual, and leadership programs.
Volunteer time off.
Company nonprofit matching gift program.