Customer Service Specialist

Sammons Financial Group • West Des Moines, IA

17h

About The Position

Provide efficient, compliant and high quality service to our customers in support of the business unit's goals and established service level agreements (SLAs). Responsible for meeting stated individual and team key performance indicators (KPIs) and SLAs while driving improvement to overall ease of business for our teams and customers.

Requirements

• Strong focus on customer service
• Excellent verbal and written communication skills
• Strong organizational and problem solving skills with high attention to detail
• Self-motivated with the ability to work independently and effectively
• Adaptable to frequent change in a fast paced work environment
• Proficient in Microsoft Suite (e.g. Office, Excel, PowerPoint) and basic computer skills
• Criminal background check required.
• FINRA regulations require fingerprinting for this position. Management reserves the right to determine and approve incumbent suitability for this position.

Nice To Haves

• Bachelor's Degree Preferred
• Relevant work experience in the life and/or annuity insurance industry Preferred
• Previous customer service and/or call center experience Preferred

Responsibilities

• Review and process high volumes of requests from contract and policy owners, agents and internal support departments in a fast paced, time-sensitive environment.
• Manage multiple responsibilities and processes, ensuring all items are reviewed and completed according to the specified service standards, including but not limited to processing tasks, handling incoming and outgoing calls, emails and any other job related functions.
• Acquire and maintain knowledge of multiple systems including internal processing, non-web based, web based and workflow systems.
• Communicate both verbally and in writing to customers, agents or vendors to ensure transactions are in good order for processing.
• Acquire and maintain working knowledge of current and past products and procedures.
• Utilize accounting principles and practices to ensure accounts are in good standing and in compliance with suspense controls.
• Provide a positive and professional customer experience with internal and external customer interactions.
• Ensure compliance with applicable federal and state laws, regulations and requirements related to policies and contracts.
• Research contract and policy history in order to provide information to external customers, internal customers or agents. This includes matters related to: service history and timelines, taxes and tax reporting, corrections and accounting.
• Recognize problems and analyze information to determine the correct course of action for escalated and complex matters.
• Take ownership and accountability for achieving and maintaining daily production goals and decreasing total turnaround time. Monitor personal work to verify accuracy and ensuring compliance with company standards and regulations.
• Meet or exceed all KPIs and any communicated service standards.
• Actively engage in team and individual improvement activities as requested by your leader, including but not limited to team huddles, problem solving sessions, scheduled team meetings and individual development.
• Support multiple customer bases that include distribution partners, external customers, third parties and internal partners.
• Identify concerns and opportunities within the area or team and provide ideas for improvement.
• Provide training support for the team, including helping to train new team members when necessary.
• Provide back-up support for other team members.
• Perform due diligence to potentially identify fraudulent activity and take appropriate action to alert leadership.
• Commitment to embrace Sammons Financial Group Companies shared values (Accountability, Connection, Openness, Respect and Integrity).
• As stated within the Company Attendance and Punctuality policy, regular attendance is required and expected in order to meet the business service levels and workflow demands.
• Other duties as assigned.

Benefits

• Sammons Financial Group offers a competitive benefit package that includes: Health, Dental, Vision, Company Paid Retirement, PTO and Holiday Pay.
• Our Employee Stock Ownership Plan (ESOP) is a 100% company-funded retirement plan, so you can save for retirement without contributing a penny of your own paycheck.
• Healthy balance between work and personal lives. Friday afternoons off all year long, competitive PTO, and generous number of paid holidays.
• Our incentive program for defined goals subject to eligibility and performance. Monetary rewards are based on individual and/or overall company performance.
• Colleagues who support one another, model our core values, and drive our healthy, high-performing culture.

What This Job Offers

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