Customer Service - C Representative

American Fidelity•Oklahoma City, OK

About The Position

Provide complex service to internal and external Customers, which may include employer groups, Account Managers, Brokers, employee/participant Customers, and/or individual policyholder, utilizing excellent verbal and written communication skills; resolves the most complex Customer inquiries and completes the most complex Customer service requests independently, with specific attention to detail, accuracy and timely handling in accordance with the business units operating practices and administrative procedures. Interprets and accurately applies regulatory and insurance laws as necessary based on complex Customer inquiries and/or service requests. Handle the most complex work assignments, works independently and serves as a mentor / guide to other Customer service Colleagues. Determines the correct process or procedure to utilize within existing procedures, ensures Customer data is handled accurately and securely; works autonomously, and with other Colleagues, to establish new processes and procedures needed to ensure Customer requests and Customer data are handled timely, accurately and in a manner which exceeds Customer expectations. This position may require the effective use of bilingual skills (verbal and/or written) at least 50 percent of the time. Take appropriate action to handle escalated Customer situations for routine, moderate, complex and the most complex issues to ensure the Customer is served in a manner which meets or exceeds their expectations. Typically acts as a lead, may coordinate the work of other team or department Colleagues in an effort to support the Team Lead or Department Manager. Exhibits expertise in a variety of work processes and procedures developed through a combination of job-related training, and considerable on the job experience. Anticipates patterns with regards to Customer service and Colleague processes; looks beyond the immediate problem to wider implications and generates new, innovative solutions, to complex problems or Customer issues. Attends training, including leadership training, often serves as the go to Colleague for LEAN and special project teams. American Fidelity specializes in the education, public sector, automotive and healthcare industries with products like group and individual life, health and annuity services as well as other financial security products and services. We’re focused on offering a different opinion to our Customers – making things easier for them by providing benefits administration and education. For our policyholders, we help provide financial security through our benefit offerings, which provide coverage for some of life’s worst events – cancer, accidents, critical illnesses, death and more – and for some of life’s best – childbirth, retirement and more. Learn more about us!

Requirements

Excellent Customer Service Skills
Advanced keyboard skills
Strong math skills
Strong analytical skills
Advanced communication skills
Strong business writing skills
Advanced interpersonal skills
Advanced coordination and collaboration skills
Exceptional professional attire and demeanor
Strong knowledge of IRS Code S125 rules and regulations
Qualified retirement account knowledge
Strong Windows-based software knowledge
Advanced ability to work in a high volume, quick paced production environment
Known and demonstrated ability to be prompt and accurate with work product
Strong ability to change and demonstrated openness to change
Leadership ability to include demonstrated ability to multi-task and achieve stated goals
High school diploma or general education degree (GED)

Responsibilities

Provide complex service to internal and external Customers
Resolve complex Customer inquiries and complete complex Customer service requests independently
Interpret and apply regulatory and insurance laws
Handle complex work assignments and serve as a mentor to other Customer service Colleagues
Determine the correct process or procedure to utilize within existing procedures
Ensure Customer data is handled accurately and securely
Establish new processes and procedures needed to ensure Customer requests and Customer data are handled timely and accurately
Handle escalated Customer situations
Coordinate the work of other team or department Colleagues
Anticipate patterns with regards to Customer service and Colleague processes
Generate new, innovative solutions to complex problems or Customer issues
Attend training, including leadership training, and serve on LEAN and special project teams