CSC Rep Phone

Royal Neighbors of America • Rock Island, IL

7d • Hybrid

About The Position

Provides customer service by telephone to all members and occasionally through written correspondence. Assists members with product related requests, by analyzing member inquiries, determining, calculating, and processing requests for resolution within prescribed timeframes. Essential Duties and Responsibilities: Maintains an in-depth knowledge of all Royal Neighbors of America products, bylaws, member benefits, policies, procedures, tax rules, regulatory guidelines, voice signatures, claim requirements, and conservation techniques. Demonstrates excellent communication skills to explain complex insurance products to customers. Continuously identifies opportunities to drive process improvements that positively impact the customer’s experience. Possesses the ability to handle complaints and issues that are highly sensitive and emotional. Processes a high volume of incoming and outgoing calls for customers, including all members and agents. Displays strong decision making and analytical abilities. Analyzes customer inquiries; determines steps for resolution; and accurately processes within required timeframes. Research member files; follows regulatory guidelines; follows current policies and procedures; accurately interprets certificate and contract financial requirements; and verifies that information quoted and paid to customer is correct. Analyzes certificate provisions to determine methods of affecting desired changes such as change of beneficiary, type of insurance, change in method of payment, loans, riders, RMDs, tax reporting, and conservation options to conserve certificates. Maintains knowledge to perform the receptionist duties as needed. Supports all positions in the Customer Support Center when necessary. Other duties as assigned. Supervisory Responsibilities: This job has no supervisory responsibilities. Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

• Associate degree or equivalent from two-year college or technical school.
• Minimum three years of related experience and/or training, or equivalent combination of education and experience.
• Successful completion of the Life Office Management Association (LOMA) certifications and designations: Customer Essentials Certificate and Associate, Customer Service (ACS), required.
• Communication; Achieves Results; Builds Partnerships; Strategic Thinking; and Adapts to and Promotes Change.
• Possesses the ability to manage difficult or emotional customer situations in a professional manner by identifying and resolving problems and responding to requests for service and assistance.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.
• Ability to apply concepts of basic Algebra.
• Ability to apply concepts such as fractions and percentages to practical situations.
• To perform this job successfully, an individual should have direct experience using the internet and the Microsoft suite of products including Word, Excel, and Outlook; and working knowledge of LifePRO, Image Now, Accurint, Ben Tracking, Stellent, and CASY.
• Entry-level experience of life insurance and annuity products.
• Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of members or employees of the organization.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

Responsibilities

• Maintains an in-depth knowledge of all Royal Neighbors of America products, bylaws, member benefits, policies, procedures, tax rules, regulatory guidelines, voice signatures, claim requirements, and conservation techniques.
• Demonstrates excellent communication skills to explain complex insurance products to customers.
• Continuously identifies opportunities to drive process improvements that positively impact the customer’s experience.
• Possesses the ability to handle complaints and issues that are highly sensitive and emotional.
• Processes a high volume of incoming and outgoing calls for customers, including all members and agents.
• Displays strong decision making and analytical abilities.
• Analyzes customer inquiries; determines steps for resolution; and accurately processes within required timeframes.
• Research member files; follows regulatory guidelines; follows current policies and procedures; accurately interprets certificate and contract financial requirements; and verifies that information quoted and paid to customer is correct.
• Analyzes certificate provisions to determine methods of affecting desired changes such as change of beneficiary, type of insurance, change in method of payment, loans, riders, RMDs, tax reporting, and conservation options to conserve certificates.
• Maintains knowledge to perform the receptionist duties as needed.
• Supports all positions in the Customer Support Center when necessary.
• Other duties as assigned.

Benefits

• We offer a comprehensive package of benefits including paid time off, health and dental insurance, and 401(k) to eligible employees.
• You can find more about our benefits at: https://flimp.live/RNAbenefitshowcase
• Additionally, this position is incentive eligible with a target based on company performance, and/or individual results achieved; the specific incentive plan and target amount will be determined on the role.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree