Customer Contact Specialist- Life

Sammons Financial Group • West Des Moines, IA

95d • $34,229 - $64,180

About The Position

As a Customer Contact Specialist in the Life division, you will be responsible for communicating verbally with policyowners, agents, third parties, and internal support departments to address customer needs. Your approach will prioritize the customer experience, guided by the corporate shared values. You will handle inbound calls, providing support and information regarding policy values, features, coverage options, and more, while adhering to company policies and service standards.

Requirements

• Bachelor's Degree preferred.
• Previous customer service or call center experience preferred.
• Ability to communicate effectively and tactfully with agents and policyowners.
• Knowledge of navigating multiple information screens.
• Excellent verbal and written communication skills.
• Strong organizational skills.
• Strong problem-solving skills.
• Ability to work efficiently and independently or in a team environment.
• Adaptability to frequent change.

Responsibilities

• Respond to inbound calls from agents, policy owners, and third parties with a professional and friendly approach.
• Handle inquiries regarding policy values, features, coverage options, and other related topics.
• Maintain a working knowledge of company products and stay updated on procedural changes.
• Field questions about policy loans, billing, and grace processing.
• Identify and apply appropriate regulations for handling requests and verifying tax documents.
• Coordinate with various departments to ensure proper handling of customer requests.
• Meet departmental expectations for phone and written quality, average handle time, and availability.
• Assist agents and policy owners in navigating external websites and troubleshooting issues.
• Proactively identify and resolve potential service breakdowns or complaints.
• Manage multiple job functions while providing exemplary customer service.
• Provide feedback and trends to department leadership for process improvement.
• Promote teamwork and support team members in their development.
• Participate in training and apply learning for departmental advancement.
• Assist management in implementing efficient workflow methods.
• Drive to meet/exceed performance goals and participate in problem-solving sessions.
• Take ownership of implementing standard work into daily processes.
• Strive to create a positive customer experience in all interactions.

Benefits

• Health, Dental, Vision insurance.
• Company Paid Retirement.
• Paid Time Off (PTO) and Holiday Pay.
• Employee Stock Ownership Plan (ESOP) - 100% company-funded retirement plan.
• Healthy work-life balance with Friday afternoons off.
• Competitive PTO and a generous number of paid holidays.
• Incentive program based on individual and company performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Securities, Commodity Contracts, and Other Financial Investments and Related Activities
• Education Level: Bachelor's degree