Customer Contact Specialist

Sammons Financial Group • Sioux Falls, SD

399d

About The Position

The Customer Contact Specialist role focuses on providing exceptional customer service by communicating effectively with policyowners, agents, and third parties. The position requires handling inbound calls and inquiries related to various insurance products and services, ensuring compliance with company policies and maintaining a high standard of service quality. The specialist will also be responsible for troubleshooting issues, providing information, and coordinating with different departments to meet customer needs.

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 and systems.
• Excellent verbal and written communication skills.
• Strong organizational and problem-solving skills.
• Ability to work efficiently both independently and in a team environment.
• Adaptability to frequent changes.

Nice To Haves

• Experience in the insurance industry.
• Familiarity with Microsoft Word, Excel, and Outlook.

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 according to company policy and procedures.
• Maintain a working knowledge of company products and stay updated on changes to procedures and training requirements.
• Field questions related to policy loans, billing, grace processing, and lapse notifications.
• Verify and explain tax documents to customers as needed.
• Consult and coordinate with various departments to ensure customer requests are handled appropriately.
• Submit accurate requests via workflow systems to comply with departmental procedures.
• Meet departmental expectations for phone and written quality, average handle time, and availability checks.
• Troubleshoot website issues and assist customers in accessing policy information online.
• Provide feedback and trends to department leadership based on customer interactions.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Company Paid Retirement
• Paid Time Off (PTO)
• Holiday Pay
• Employee Stock Ownership Plan (ESOP)
• Flexible work-life balance with Friday afternoons off
• Competitive PTO and generous 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