Annuity Contact Center Representative III (Hybrid: Madison, WI/Waverly, IA)

TruStage•Madison, WI

3d•$46,800 - $69,500•Hybrid

About The Position

At TruStage, we’re on a mission to make a brighter financial future accessible to everyone. We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment. Passionate about building insurance and financial services solutions, we push the boundaries of what’s possible. We need you to help us shape what’s next. You’ll be encouraged to share your experiences, ideas and skills to help others take control of their financial future. Join a team that has received numerous awards for being a top place to work: TruStage awards and recognition. Job Purpose: This position is responsible for providing customer service for incoming calls related to Wealth Management and Pension Risk Transfer (PRT) products from the consumer or from callers representing the consumer including advisors. This position is responsible for supporting a large volume of calls, educating individuals on policy provisions, interpreting financial and non-financial information online and determining what activities have transpired.

Requirements

High school graduate or equivalent work experience required
1 year of experience in a Call Center environment
Excellent communication and listening skills.
High level customer service skills, with the ability to adapt to different personality types.
Problem solving skills and ability to think on their feet.
Ability to multi-task.
Ability to interpret system information and navigate systems.
Basic computer skills (internet navigation, Microsoft Office Suite).
A resume is required to apply.

Responsibilities

Handle incoming calls from Advisors, field staff, customers or other third parties regarding individual contracts (Fixed/Variable Annuities & Pension Risk Transfers (PRT).
Diagnose issues and educate Advisors/customers on any aspect of their contract as needed.
Create excellent end-to-end Advisor/customer experience by acting as a single point of contact for all servicing needs.
Create a culture where the focus always remains on enhancing Advisor experience.
Thoroughly document calls and corresponding details.
Manage caller's emotions resulting in successful service resolution.
Determine appropriate actions to resolve Advisor/Customer needs.