Customer Service Representative

NR Consulting is seeking a Customer Service Representative to manage inbound telecom/email requests from Members in a dynamic Contact Center environment. The role involves handling complex inquiries in multiple languages and maintaining a professional image while providing excellent customer service.

Responsibilities:

• Greets callers positively and professionally; verifies security information such as, but not limited to, agent id, social security #, dob, address, and phone numbers
• Engages callers, asks probing questions, to determine the nature of the call, and responds to the reason for the call
• Use administrative systems to search for the information needed to answer the callers inquiry and provide the appropriate response
• Follows procedures for release of specific policyholder information; assesses customer and field force needs for Home Office assistance
• Forwards standard or special action requests to the appropriate department to comply with the callers request for written correspondence
• Reviews and determines the nature of email inquiries, analyzes the issue, and responds appropriately or directs the inquiry to the proper department
• Serves as liaison between our website and appropriate departments
• Routinely reviews departmental communications, product updates, and other tools to stay current with organizational developments

Requirements:

• 2-3 years of experience minimum
• Heavy preference for French Canadian speaking candidates, open to Bilingual - English/Spanish candidates, and will also consider English speaking candidates
• In-depth knowledge of life insurance and annuity products in particular, with emphasis on the Orders product offerings
• In-depth knowledge of Membership and Fraternal business function
• Complete familiarity with online information systems and procedures regarding the dissemination of information and product administration
• Solid oral and written communication skills
• Must be customer service oriented
• Conflict resolution; diplomacy
• Must be able to multi-task and enjoy working in a high-volume contact center
• Life 70, Policy Master Record, Ingenium, Red I, Rate Book, RBSS, AWD, and website
• Customer Service training materials
• Microsoft Office: Outlook, One Note, Teams, Word, Excel
• Familiarity with Call Center Technology: IVR, Soft-Phone, Call Back Assist
• Customer-Focused, Empathy, Service-Minded, Flexible, Task-oriented, Integrity, Multi-tasker
• BS or BA degree in related field or equivalent work experience
• 2-3 years related work experience with life insurance products and/or direct customer contact or equivalent combination of training and experience
• Bilingual English/Spanish or English/French