Customer Service Coordinator Job Details | knightsofc

Knights of Columbus is hiring a Customer Service Coordinator to service inbound calls and email requests from agents and members. The role handles inquiries about insurance, annuity products, and membership transactions, and aims to resolve requests accurately and professionally.

Responsibilities:

• Greets callers in a positive and professional manner; verifies security information such as but not limited to: agent id, social security #, dob, address and phone numbers
• Engages caller, asks probing questions, to determine nature of the call and responds to the reason for the call. Use KofC administrative systems to search for the information needed to answer the callers inquiry and provide the appropriate response. Responds to general and detailed questions from policyholders and field force on life insurance, ownership rights, cash values, accounting and taxation, tax sheltered/non tax sheltered annuities (FPA, SPA, Vantage) and SPIA, settlement options and fraternal rules as appropriate and within guidelines
• 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 appropriate department to comply with callers request for written correspondence
• Reviews and determines nature of email inquiries, analyzes the issue and responds appropriately or directs the inquiry to the proper department. Serves as liaison between KofCs website and appropriate departments
• Routinely reviews departmental communications, product updates and other tools to stay current with organizational developments
• Performs other customer-service related duties as requested by supervisor

Requirements:

• Experience providing outstanding customer service by showcasing expertise, fostering trust, and growing customer satisfaction
• An effective communicator who understands the importance of listening, being empathetic, and remaining professional in a conversational manner
• Solid written communication skills
• Ability to work and grow in a fast-paced, high-volume call center environment
• Willingness to learn new skills and ability to adjust to changes quickly
• Open to feedback to support your performance and development
• Solid computer and multi-tasking skills
• High school diploma or equivalent required
• Authorization to work in the US is required
• This position is not eligible for visa sponsorship
• college degree or currently pursuing
• Ability to speak French Canadian or Spanish is a plus but not required