Licensed Customer Service Representative – Series 6/63, 7/63

Role Overview

• Delivers a personalized and exceptional experience for clients by answering questions, providing servicing options, and supporting products or services in a call center environment.
• Proficient in resolving basic and intermediate (semi-complex) inquiries and transactions from Financial Representatives and clients within a registered area, while continuing to develop proficiency in more complex work.
• Researches and evaluates potential solutions to complex problems, which may require identifying root causes and navigating deviations from standard procedures.
• Takes ownership of calls and anticipates future issues to avoid repeat calls and unnecessary transfers.
• Effectively de-escalates challenging client situations while guiding clients through complex or unique inquiries.
• Serves as a trusted advocate for Financial Representatives and partners with them to meet client needs.
• Embraces new technology and promotes website and self-service capabilities by educating clients and field partners, while understanding the risks and impacts transactions may have on clients or policies.
• Understands how systems connect to processes and outcomes.
• Drives change and supports continuous improvement by helping develop processes and provisions to accommodate evolving business needs.
• Fosters professional relationships with clients to enhance brand loyalty.
• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards.
• Adapts work priorities to meet changing business and customer demands.

Requirements

• Associate degree in business or a related field, or an equivalent combination of education and experience.
• Minimum of two years of related customer service experience with demonstrated customer service skills.
• Advanced understanding of investment or income products or markets (e.g., VA, VL, VUL, Retirement, or Business markets).
• Basic understanding of tax implications.
• Strong written and verbal communication skills.
• Ability to multitask and manage a high volume of calls or caseloads with a high degree of accuracy.
• Strong organizational skills with the ability to prioritize tasks effectively.
• Demonstrated desire to continuously learn and improve.
• Strong problem-solving skills with the ability to provide effective options and solutions.
• Demonstrated computer proficiency with solid keyboarding skills and experience using common software applications.