Client Service Specialist

M Financial Group•Portland, OR

11h•Hybrid

About The Position

M Financial Group is a community of leaders comprising the best and brightest minds in our industry. By combining individuals’ expertise and skill, M Financial Group has become a powerful force committed to advancing the interests of our industry, communities, and clients for over 40 years. M’s solutions are rooted in the diverse expertise of our team, our collaborative approach to innovation and our comprehensive support. We embrace a progressive, dynamic mindset for every role. M Financial Group provides a professional community that actively supports individuals with diverse backgrounds and perspectives who come together to build and support best-in-class solutions. ROLE SUMMARY: The Customer Service Specialist plays a key role in delivering exceptional service to contract owners, agents, and third parties within a fast-paced financial services call center. In this role, you will provide accurate, timely, and courteous responses to telephone inquiries while utilizing multiple systems to research, process, and explain life and annuity products. You will be expected to demonstrate strong product knowledge, effective communication skills, and the ability to navigate complex financial concepts. Maintaining professionalism and meeting quality and efficiency standards is essential.

Requirements

Excellent written and verbal communication skills with the ability to translate technical information to a non-technical audience and present findings to teams
Accuracy and attention to detail are critical for success
Strong problem solving skills in order to articulate end-to-end processes
Strong interpersonal skills to effectively communicate and build relationships with team members
Ability to quickly develop effective working relationships with internal and external stakeholders.
Able to work, both independently as well as a member of a team
Working knowledge of Microsoft Office Suite

Nice To Haves

Experience in the financial industry preferred (familiar with exempt funds)
Experience with Salesforce or other CRM system a plus

Responsibilities

Customer Support & Communication Take initiative and ownership of every call to ensure a positive and complete resolution.
Deliver clear, accurate answers and solutions that all parties can understand.
Maintain a professional, courteous, and empathetic demeanor in all interactions.
Handle a high volume of requests related to life and annuity product inquiries, policy servicing, transactions, and financial product explanations.
Research & Problem Resolution Research customer information using multiple internal systems and databases.
Manage return calls, escalations, and follow-up actions as required.
Work closely with carriers to reconcile system issues related to pricing and/or trading errors ensuring they are resolved quickly and accurately.
Documentation & Systems Navigation Navigate multiple computer systems, applications, and search tools simultaneously.
Document policy details and client interactions accurately and promptly, ensuring information is available for all internal teams.
Adhere to all call flow processes, compliance requirements, and call quality guidelines.
Financial Services & Product Knowledge Demonstrate a solid understanding of life insurance, annuity products, and associated financial concepts.
Explain policy features, contract provisions, financial transactions, and account values to customers.
Display a willingness to continually learn and apply new financial systems and processes.
Performance & Quality Meet or exceed established quality assurance, accuracy, efficiency metrics, and SLA’s.
Maintain organization, follow-through, and attention to detail while balancing competing priorities.