Customer Service Coordinator

Group 1001 • Zionsville, IN

18d

About The Position

Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group1001’s culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets – our employees. Why This Role Matters: The Customer Service Coordinator is responsible for answering inbound telephone inquiries and responding in a professional manner to customers and agents regarding annuities and investment. This role provides a high level of customer service that meets our service level agreements while educating the customer accurately on our products, procedures and regulations. This position must be customer focused: adapting to different customer styles, making sure that each caller's needs are fully understood and taking the appropriate action to meet and exceed the customer's expectations. How You’ll Contribute: Accurately providing information to all incoming inquiries regarding annuities, investments, tax implications, product information, procedures, and regulations Efficiently maneuvering through various computer systems and on-line resources in retrieving information while responding to customer inquiries Partners with our external business partners, when required, to resolve customer inquiries Effectively ensure that detailed electronic records are maintained by accurately documenting all actions taken. Meeting measurable department standards as they relate to call quality and efficiency measures as well as meeting teamwork, ownership, and professional development goals Learning, retaining, and updating one's knowledge of a wide variety of financial product information and internal processes and procedures, while adhering to strict financial industry rules and regulations. Efficiently utilizing all resources to ensure they are easily accessible when providing information to a client, or supporting a teammate, or manager Take ownership of customer issues by following requests through to completion and notifying appropriate personnel if problems exist. Display a positive attitude while adapting and being receptive to change Take initiative in developing skills by asking questions; investigating error sources to avoid future mistakes; making the best use of time between calls Excel in a culture that involves ongoing coaching and feedback from a variety of sources, to ensure the customer’s needs are satisfied Ability to work well in a team environment, strong sense of professionalism and reliability Display actions that align with the Vision, Mission, and Values

Requirements

• Requires excellent written and verbal communication skills
• Strong commitment to customer service and quality required
• 3 or more years of customer service experience preferred
• Candidate must be detail oriented with strong organization and prioritization skills
• Proven decision-making skills and ability to multi-task required
• Effective analytical, problem-solving, and mathematical skills
• BA/BS degree preferred, or equivalent experience required

Nice To Haves

• Customer service experience in Financial Services and/or insurance preferred

Responsibilities

• Accurately providing information to all incoming inquiries regarding annuities, investments, tax implications, product information, procedures, and regulations
• Efficiently maneuvering through various computer systems and on-line resources in retrieving information while responding to customer inquiries
• Partners with our external business partners, when required, to resolve customer inquiries
• Effectively ensure that detailed electronic records are maintained by accurately documenting all actions taken.
• Meeting measurable department standards as they relate to call quality and efficiency measures as well as meeting teamwork, ownership, and professional development goals
• Learning, retaining, and updating one's knowledge of a wide variety of financial product information and internal processes and procedures, while adhering to strict financial industry rules and regulations.
• Efficiently utilizing all resources to ensure they are easily accessible when providing information to a client, or supporting a teammate, or manager
• Take ownership of customer issues by following requests through to completion and notifying appropriate personnel if problems exist.
• Display a positive attitude while adapting and being receptive to change
• Take initiative in developing skills by asking questions; investigating error sources to avoid future mistakes; making the best use of time between calls
• Excel in a culture that involves ongoing coaching and feedback from a variety of sources, to ensure the customer’s needs are satisfied
• Ability to work well in a team environment, strong sense of professionalism and reliability
• Display actions that align with the Vision, Mission, and Values

Benefits

• Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001’s benefits package.
• Employees (and their families) are eligible to participate in the Company’s comprehensive health, dental, and vision insurance plan options.
• Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability.
• All employees (regardless of hours worked) have immediate access to the Company’s Employee Assistance Program and wellness programs—no enrollment is required.
• Employees may also participate in the Company’s 401K plan, with matching contributions by the Company.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees