Customer Care Representative - Retirement Services / Part-Time

Reliance Matrix is a company focused on providing exceptional customer service in the financial and insurance sectors. The Customer Care Representative will handle inbound calls from customers and business partners, assisting with claim status, policy explanations, and service inquiries while maintaining a professional rapport with callers.

Responsibilities:

• Answers inbound calls providing customer service to Policyholders, Employees, Brokers, and Claimants
• Communicates complex information in terms callers will understand
• Resolves a wide variety of questions and inquiries for our customers
• Assumes ownership and timeliness in supporting our customers and business partners on claim status, report requests, or policy/contract information
• Performs multiple tasks and navigates through multiple systems simultaneously to service the customers and troubleshoot their questions and issues
• Follows up on customer inquiries when needed
• Maintains established levels of productivity and quality standards within a fast-paced environment
• Handles call volume and assigned service tickets/inquiries during assigned timeframes
• Completes assigned tasks and any other duties as assigned when needed

Requirements:

• High School Diploma, or equivalent, required
• 1-3 years of call center experience or equivalent customer service experience required
• Ability to work any shift during hours of operations, 8:00 am – 7:00 pm EST, Monday – Friday required
• Excellent verbal and written communication skills
• Excellent problem-solving skills to handle customer problems in a timely and professional manner required
• Ability to adapt to a fast-paced environment with highly developed time management and organizational skills required
• Ability to quickly build a rapport with a customer, display empathy, and provide a high level of quality service to customers
• Ability to multi-task and collaborate in a team-focused environment
• Working knowledge in Microsoft Office Applications
• Relevant associate degree highly preferred
• Financial Services or Insurance industry experienced preferred