Customer Service Representative I

knightsofc•New Haven, CT

33d

About The Position

Feel Good About Doing Good The Knights of Columbus is a tax-exempt Catholic fraternal benefit society that provides financial security to members and their families through our life insurance, long-term care insurance, disability income insurance, investment and annuity products. Charity is at the core of our missions: our profits are donated to help those in need and to support our faith - $1.73B over the past ten years. While we have many employees who are not Catholic, we follow the Church’s teachings in our investment strategies and our employee benefits. As part of our religious mission, we support the pro-life cause by contributing to the March for Life and pregnancy resource centers, we oppose assisted suicide and euthanasia, we are evangelists for the Catholic faith, and we help Christians who are facing religious persecution in the Middle East. We all work together to support our two million members as they volunteer to help others in their parishes and communities around the world. Share Your Talent. Live Your Purpose. We are a growing and purpose-driven community of professionals. Join us to discover how you can meet your goals and ours! OverviewResponds to a wide range of phone and email inquiries with detailed knowledge of the Order's insurance, annuity product offerings and fraternal organization utilizing all information systems data as appropriate and within guidelines. At all times, maintains professional, courteous and positive image to reflect positively on the Order's image and business operations. Assist supervisors with training new Customer Service Representatives and resolves escalated calls. Colleagues as the CSR II level will be expected to perform daily tasks at a high level (Production and Quality ratings should exceed the targeted norms). In addition, colleagues at this level should expect to provide peer training support, participate in departmental meetings and partner with Insurance Ops peers to provide a seamless customer service experience for agents/policyowners. All colleagues at this level should be proactive in increasing their knowledge base and pursue a greater understanding of Insurance Operations within the organization. Sample career path CSR III, WFM, Team Leader

Requirements

In depth knowledge of life insurance and annuity products in particular with emphasis on Orders product offerings, ownership rights, taxation
Understanding of the Membership and Fraternal areas to determine nature of call and respond or forward.
Ability to successfully work in a multifaceted environment providing support to members, Field Agents and General Agents
Complete familiarity with online information system and procedures regarding dissemination of information and product administration.
Solid oral and written communication skills
Must be customer service oriented; enjoy working in a high-volume contact center
BS or BA degree in related field or relevant work experience.
4-6 years related work experience working with life insurance products and/or direct customer contact or equivalent combination of training and experience along with 1+ year tenure as a CSR I colleague at KofC.

Nice To Haves

Conflict resolution; diplomacy
Must be able to multitask and enjoy working in a vibrant/change environment
Bilingual English/Spanish or English/French

Responsibilities

Greets callers in a positive and professional manner, verifies security information such as but not limited to; agent id, ssn, dob, address and phone number
Engages caller, asks probing questions, to determine the nature of the call and responds to the reason for the call. Uses KofC admin systems to search for the information needed to answer the callers inquiry ad provide the appropriate response. Responds to general and detailed questions from policyholders and field force on all products offered by and serviced by KofC as appropriate and within guidelines.
Assists supervisors with training new Customer Service Coordinators in the use of the online systems and other sources for accessing data, and on life insurance, ownership rights, technical policy changes, cash values, accounting and taxation and other matters that may be the subject of inquiries.
Actively seeks to understand new updates/procedures when placed in One Note. Asks questions to help understand digest the data to eliminate repeat inquiries.
Resolves escalated issues. Responds to general and detailed questions from policyholders and field force on all products and services offered by the KofC.
Follows procedures for release of specific policyholder information; assesses customer and field force needs for Home Office assistance. Forwards standard or special action requests to appropriate department to comply with callers request for written correspondence.
Reviews and determines natures of email inquires, analyzes the issues and either responds or directs to the proper department. Serves as a liaison between KofC website and its departments.
Performs other customer service related duties as requested by supervisor.
Routinely reads departmental communications, product updates and other tools to stay current with organizational developments.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume