Contact Center Representative (2K Sign on bonus)

Athene•West Des Moines, IA

2d•Onsite

About The Position

As a Contact Center Representative, you will be our front line of outstanding service! Our representatives answer an average of 45-55 inbound calls per day, ranging from simple requests to market-sensitive, sophisticated inquiries from clients and financial professionals. Contact Center Representatives receive extensive customer service training, product, & system training to remain current with operational policies, new products, and procedures.

Requirements

1+ years of customer service experience required
Ability to multi-task and navigate multiple administrative systems required.
Effective verbal and written communications, with shown success explaining concepts and processes to a diverse customer base.
Demonstrated success researching and effectively applying available knowledge and product resources in various situations and respond to change in a positive manner.
Ability to learn and retain a large amount of detailed information within a short period of time.
Ability to optimally handle heavy call volumes and meet attendance and punctuality standards.
Ability to understand and explain simple to sophisticated tax calculations and regulations related to annuity products, contracts, and disbursements.

Nice To Haves

knowledge of annuities a bonus, but not required.

Responsibilities

Receives and processes requests from agents, policy owners, and third parties via incoming calls.
Educates customers on Athene products and answer questions related to the company’s products such as product changes, tax consequences, state regulations, claims, etc.
Provides information regarding individual policies including beneficiary information, explanation of values, terms and conditions.
Ensures and documents the appropriate response to each question, which can range from the simple to moderately complex.
Processes a variety of transactions include address changes, beneficiary changes, partial withdrawals, replacements, ownership changes, etc.
Formulates correspondence with customers through various communication channels and takes initiative to be a solution seeker.