Annuity New Business Support Rep - Onsite
About The Position
The Annuity New Business Support Rep analyzes, researches, and gathers the information needed to process In Good Order (IGO) cases and handles basic-complexity Not In Good Order (NIGO) cases. The role serves internal and external customers through telephone and written communications, providing customer service while collaborating with teammates to meet established service and quality standards and identify trends for process improvements. This onsite role manages and analyzes core and complex IGO cases, works with customers and business partners to resolve requests, and maintains compliance with internal processes and state and federal regulations. The representative prioritizes a caseload that may require additional paperwork, follow-up, or special handling, using workflow, administrative, and line-of-business systems. The position also handles sensitive communications that may contain confidential information, responds promptly to internal inquiries, and documents communications and efforts to obtain missing information. The schedule is Monday through Friday, 7:30 a.m. to 4:00 p.m. The full-time role pays $20.79–$28.12 per hour, with the actual offer determined by factors including location, experience, skills, knowledge, business needs, and market demand.
Requirements
- Associate degree or one to two years of prior customer service or financial services industry experience; the posting labels this qualification required while describing the experience as preferred.
- Strong interpersonal, verbal, and written communication skills.
- Ability to work independently and prioritize work with general supervision.
- Strong attention to detail to ensure accuracy of case and application issuance.
- Ability to analyze problems and provide solutions that meet customers’ needs.
- Flexibility and resiliency throughout the day.
- Strong technical aptitude.
- Ability to learn multiple product lines and systems.
Nice To Haves
- Bachelor’s degree.
- Knowledge of life, health, and annuity products.
- One to two years of prior customer service or financial services industry experience.
Responsibilities
- Analyze, research, and gather information needed to process IGO cases and handle basic-complexity NIGO cases.
- Manage and analyze core and complex IGO cases, interacting with internal and external customers to resolve issues while complying with internal processes and state and federal regulatory standards.
- Prioritize, balance, and work a caseload involving additional paperwork, follow-up, and special consideration using workflow, administrative, and line-of-business systems.
- Collaborate with internal business partners and units to help resolve NIGO requests.
- Handle sensitive communications with customers, financial associates, and external companies, including communications that may involve highly confidential information.
- Resolve inquiries from internal contacts promptly and efficiently, providing thorough and accurate responses.
- Document calls and written communications made to gather missing information, as well as information obtained to process paperwork.
- Collaborate with colleagues to meet established service and quality standards and identify trends for process improvements.
Benefits
- Various bonuses, including annual or long-term incentives, may be offered.
- Medical insurance.
- Dental insurance.
- Vision insurance.
- Health savings account.
- Flexible spending account.
- 401(k).
- Pension.
- Life and accidental death and dismemberment insurance.
- Disability insurance.
- Supplemental protection insurance.
- 20 days of paid time off each year.
- Sick and Safe Time.
- 10 paid company holidays.
- Volunteer Time Off.
- Paid parental leave.
- Employee assistance program (EAP).
- Well-being benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
