Solutions Center Rep
About The Position
The Solutions Center Rep receives and responds to incoming calls from investment professionals, plan sponsors, and members on a variety of topics. The role requires understanding current and discontinued product suites that still need servicing and interpreting and applying product changes and enhancements communicated daily. Representatives identify customers’ underlying questions and needs, provide consultative expertise, and document conversations to support deeper member relationships. The position requires compliance with applicable professional licensure requirements, company policies, firm and plan documents, and state and local laws. Representatives educate customers about relevant tax implications, penalties and surrender charges, death benefit protection, lifetime income, client preservation, and plan or contract benefits. They analyze problems and aim for first-contact resolution, working with internal partners on escalated issues when needed. The role also involves participating in problem-solving meetings and team huddles, and meeting monthly with leadership to set goals and develop a career path. This is a six-month contract opportunity with long-term potential, located onsite in Columbus, Ohio. The pay range is $18–$19 per hour. Benefits listed include health insurance (medical, dental, and vision), a 401(k) plan, and paid sick leave depending on work location.
Requirements
- Bachelor’s degree.
- One year of experience in customer service or sales-related occupations.
- Knowledge of various insurance products and the sales process.
- Solid understanding of state and local laws relevant to the legal implications of product features in different states.
- Understanding of the consequences of not following client rules and regulations.
- Excellent verbal and written communication skills.
- Proficiency with computers and common office software.
- Ability to understand general aspects of a plan or contract and use technology to enhance customer conversations.
Responsibilities
- Receive and respond to calls from investment professionals, plan sponsors, and members on a variety of topics.
- Understand current and discontinued product suites that require servicing.
- Interpret and apply product changes and enhancements based on daily change communications.
- Identify underlying customer questions and unstated needs, and offer consultative expertise.
- Document customer conversations according to established processes.
- Follow applicable licensure requirements, company policies, firm and plan documents, and state and local laws.
- Educate customers about tax implications, penalties and surrender charges, death benefit protection, lifetime income, client preservation, and plan or contract benefits.
- Analyze problems and strive for first-time final resolution; work with internal partners to resolve escalated issues when necessary.
- Participate in problem-solving meetings and team huddles using lean methodology.
- Meet monthly with leadership to set goals, expectations, and a career-path strategy.
- Perform other duties as assigned.
Benefits
- Health insurance, including medical, dental, and vision coverage.
- 401(k) plan.
- Paid sick leave, depending on work location.
