Customer Service Associate

Tential Solutions is a Fortune 500 Financial Services Company seeking individuals for their Customer Service Associate role. This position involves handling inbound calls from Financial Services Professionals and customers regarding individual life insurance accounts, while providing updates and assistance with account navigation.

Responsibilities:

• You will be responsible for answering inbound calls from Financial Services Professionals and customers who possess individual life insurance accounts with our client
• Financial Services Professionals will inquire about the information on policies such as values, dates, and when changes are able to be made to a policy
• You will be answering questions regarding life insurance policies, coverages, and costs of the policies
• You will be assisting with updating accounts and policies (Beneficiaries listed, addresses, and contact information)
• You will be providing updates on the amount of money in the customers’ accounts, but you will not be providing any financial advice or recommendations
• You may be speaking with a Beneficiary’s of policy holders and update their beneficiaries
• Assisting with account navigation and website navigation. Basic troubleshooting for these members and their accounts
• These will not be entry level calls; some will be higher level that offshore centers do not have the capacity for, and others will be transfers overseas that requested a U.S representative
• You are not expected to possess extensive knowledge of life insurance nor financial services; you will be trained in how to navigate the Knowledge Management system. This will give you all the information that you need
• There is currently a slow turnaround in the back office; you need to be prepared to handle upset and escalated callers

Requirements:

• Strong people skills
• Proven record of dependability. Punctual and reliable attendance of the service associates is critical to the success of a fast moving, inbound service center!
• Must be able to learn & retain a large amount of technical information in a relatively short period of time
• Must be receptive to detailed and frequent performance feedback
• Proficiency with a keyboard and window-based applications, including Internet
• Excellent oral and written communication skills
• Ability to excel in a team environment, as well as work well independently
• Organization and prioritization skills
• Ability to think like the customer and financial professional, with a passion to deliver top quality service
• Training hours will be 10:00am to 6:00pm Eastern Time. Must be available for these hours
• The Individual Life call center is open from 8:00am to 6:00pm Eastern Time Monday through Friday. To be considered, candidates must have the flexibility to be able to work any of the shift times within those hours. Shift after training will be 10:00am to 6:00pm Eastern Time
• This position will work virtually, therefore new hires must be able to provide the following: Subscribe to internet service provider plan with at least 25 Mbps download speeds. You must be willing to troubleshoot any issues or outages with your home internet service, contacting your service provider as necessary. Wired Ethernet (connected into router or Wi-Fi extender or MESH) is required. Connecting via WIFI is not approved
• Must have the capability to handle calls with a cell phone (would need to have unlimited data and minutes) or a landline
• Your personal phone number will not be identified to customers
• Quiet area in your home with minimal distractions and noise free
• Reliability and Dependability throughout our extensive training program is required
• Financial services industry knowledge is a plus
• College degree strongly preferred