Operations Associate - Client Support

Aspida Financial Services LLC•Durham, NC

19d•Hybrid

About The Position

Individuals in this role are responsible for the client experience and their satisfaction with our organization. The ideal candidate must be energetic, positive, and motivated to provide an exceptional client experience on every single contact. The right person for this role has strong organization skills and capacity to learn and repeat product specifics and business rules in a way that clients will understand. Individuals must have strong communication skills and a spirited personality with the ability to work with and adjust to all other personality types. Successful CSRs will handle a client’s spoken and unspoken needs in a fast-efficient manner and find satisfaction in working as a team to create the highest level of customer satisfaction in the industry. This role is required to be onsite 3 days a week at our Durham, NC headquarters.

Requirements

Must have NC Life License – will allow 90 days to obtain.
Must have minimum of 1-3 years applicable experience.
Clear and concise written and verbal communication skills.
Must pass call center simulation testing – demonstrate ability to use computer, listen, and multitask.
Ability to thrive in a team environment and maintain positive energy in the face of adversity.
Intermediate PC skills including all Microsoft Office Software.
Must adhere to schedule requirements demonstrating dependability and reliability.

Responsibilities

Manage all correspondence with clients pertaining to service and claims needs. Always communicate with clients respectively and professionally. Communication channels include phone, email, chat, and text.
Respond quickly and effectively when a need is presented from a client. Handle all requests to completion only involving other departments or manager when necessary or with escalated issues. Follow up on issues until resolution.
Process service requests for contract withdrawals, surrenders, ownership & beneficiary changes.
Explain contract benefits and provide wide-ranging information regarding company products and contract transactions.
Strive to improve client relationships with every contact and work to conserve contracts when client is considering other carriers.
Maintain detailed knowledge of all products and current knowledge of all Customer Support procedures including business rules.
Provide technical assistance to clients in accessing and maneuvering within the Aspida client portal.
Support teammates and leadership as needed to ensure highest quality service is always provided.
Be an agent of change promoting our digital platforms both internally and externally.
Maintain open lines of communication with management regarding developments within areas of assigned responsibilities and perform special projects as requested.