Customer Service Representative

Crump•Remote, PA, TX

About The Position

Proactive response to AXA Advisor inquiries for in-force policies regarding status and activity. Ensuring optimal, prompt and accurate response and service is delivered to AXA Advisor at all times. Providing AXA Advisor with case status on pending variable agent of record changes and broker/dealer transfers. Process incoming requests for in-force policies and proactive communication and status updates to AXA Advisors on status. Maintain ongoing positive working relationships with carrier representatives to facilitate problem resolution on in-force business. Maintain current and working knowledge of multiple carrier in-force and conversion guidelines. Able to handle most calls and transactions independently, works with supervisor for direction and/or guidance on more complex request. Ability to follow instructions independently, create professional and comprehensive correspondence/memos to carriers and agents. Support the necessity of changes in work environment and help guide morale in a positive direction among peers. Gain positive working relationships with carrier representatives to facilitate problems resolution on in-force business.

Requirements

High School diploma
One year of experience, preferably in insurance industry
Efficient PC keyboarding skills in Windows-based applications
Ability to read and interpret documents such as carrier forms, agent information, and procedure manuals
Organizational and analytical skills
Strong, positive verbal and written communication skills
Must possess strong problem solving skills and be able to solve problems with little or no assistance
Must be able to interpret a variety of detailed instructions furnished in written, verbal, diagram or schedule form
Detail oriented and strives for accuracy
Must have sense of urgency and be able to prioritize workload in an efficient manner
Individual must demonstrate strong role model skills and be able to prioritize workflow as changes occur throughout the day

Nice To Haves

Passing LOMA 1

Responsibilities

Handle incoming agent/carrier inquiries via phone calls, faxes, emails, including the complex types of calls, for in-force policies, variable agent of record changes, broker/dealer transfers and term conversions.
Process all assigned in-force policy service request, work orders, conversions, agent of record changes and broker/dealer transfers. Quality- provide input and utilize department created techniques. Accuracy of entering and processing service requests, inquiries, term conversions and agent of record changes. Provide accurate information to your customers by consistently following department procedure
Creating physical files and data entry of new cases entered into appropriate systems.
Documentation at a level that is necessary for you and your co-workers to accurately process requests, which includes the accuracy and which includes the appropriate amount of detail entry. Preparedness-Review of notes i.e: reading previously documented notes entered by teammate, co-worker, etc
Handle internal/external inquiries or problems via Customer Service phone loop, email, fax in a professional manger and by meeting established service standards. Analyze problems thoroughly, think outside of the box, determining appropriate course of action and validate with supervisor as appropriate
Establish working knowledge of multiple carrier in-force and conversion guidelines.
Gain positive working relationships with carrier representatives to facilitate problems resolution on in-force business.
Providing back up coverage to assigned teammates in their absence and adhering to service standard and timeframes. Check customer service voicemail and customer service email box at designated times.
Prioritizing and processing all assigned service requests. Service Standards - adhere to department standards, process all received request (mail, phone calls, emails and faxes) on in-force policies, and follows ups according to established department procedures in a timely manner. Prioritize work flow (i.e. service requests) including efficiently managing desk, commitment and accomplish objectives accurately and on time. Results produced are relative to that expected for the time invested.
Applying best practices and implement suggested recommendations shared by fellow teammates and Supervisor
Communicating with AXA Advisor's on a regular basis to provide direction, guidance and status of services requests, variable agent of record changes, broker/dealer transfers and term conversions.
Analyze problems thoroughly, think outside of the box, determining appropriate course of action and validate with supervisor as appropriate. Able to handle most calls and transactions independently. Know when to seek guidance and direction from team or Supervisor for situations that fall outside of the normal processing or fall outside of established procedures. Recognize potential problems and elevate to supervisor promptly.
Training and Development - actively participate and utilize information from company sponsored training programs. Retain learned lessons from e-learning courses/weekly meeting discussions and apply to responsibilities.
Seek self-development and learning opportunities, which enhance current position and allow for advancement and growth. Proactively participate in weekly departmental Customer Service meetings. Generate innovative ideas, approaches, and solutions to create or expand upon to reference or resources for teammates and financial advisors (AXN website, procedures, etc.).
Teamwork/Communication - Demonstrate positive, motivated behavior and provide support as well as accepts guidance from fellow co-workers and management