Agent Relationship Specialist

SILAC Insurance Company•Salt Lake City, UT

11d•Hybrid

About The Position

To provide best-in-class service to our elite agents by phone and written communication. To be able to communicate in a friendly and professional manner focusing on building trustworthy, long-lasting relationships. Promotes the value of service-oriented business and products. To communicate by phone and email with our elite agents. This includes processing new business and customer experience tasks within our service standard guidelines for Ember and Inner Circle. Working within a team environment where you are expected to share your knowledge with others. Represent the company's mission and values by providing personalized service to inform and solve problems for our elite customers, agents, and business partners.

Requirements

High school diploma, GED, or any combination of education, professional training, or work experience that demonstrates ability to do the job.
1-2 years of Customer experience.
Ability to coordinate calls for Agent inbound and outbound communications.
Ability to monitor and adapt to a caller's situation; and to employ professional demeanor, courtesy, and excellent listening skills.
Detail-oriented with ability to complete tasks correctly and in a timely manner.
Ability to solve problems and make decisions promptly.
Ability to work specific hours to meet standards for phone coverage.
Experience using computers including PC applications such as MS Word, MS Excel, or Outlook.
Proficiency in annuity product knowledge and guidelines.
Proficiency in Annuity Intake and Annuity Policy Administration Service software.
Knowledge of all annuity forms and their requirements.
Ability to work independently & to be self-motivated.

Responsibilities

Inbound and outbound calls – You will be required to answer inbound calls from our Inner Circle & Ember agents within a short period of time. You will also be making some outbound calls to clients & agents to confirm specific details regarding policy requests.
Document Review – You will be efficient in processing New Business; Customers Experience and Agency requests for our Inner Circle & Ember agents within a timely manner.
Communication – You will be able to communicate effectively with agents and IMO's as well as other team members throughout the company. You will build strong, long-lasting relationships with the Inner Circle/Ember agents. You will have the ability to de-escalate calls when possible & initiate clear and frequent communication with managers. Monitor team chats to answer any questions other team members may have while on the phone with our elite customers.
Telephone Skills – Fine-tune ability to use patience, empathy and listening skills to handle misunderstandings. Develop the skills to adapt to each unique situation & business type to provide personalized & excellent customer service.
Documentation – Document & update for each service action within a short period of time for New Business, Customer Service and Agency. Communicating with management for incidents such as fraud, privacy issues, complaints & suggestions. Will send examples to management for further review.
Research – Investigate & resolve complex issues related to New Business, Customer Experience, Agency, Death Claims & withdrawal information. Keep up to date with changes and enhance knowledge to be able to respond to inquiries of varying complexity. Must have the ability to multi-task.
Report to and perform other work or projects as directed by the Inner Circle leadership.