Customer Service Specialist- Life Services

What You Can Expect In This Role

Provide efficient, compliant and high quality service to our customers in support of the business unit's goals and established service level agreements (SLAs). Responsible for meeting stated individual and team key performance indicators (KPIs) and SLAs while driving improvement to overall ease of business for our teams and customers.

What You'll Do In This Role

• Review and process high volumes of requests from contract and policy owners, agents and internal support departments in a fast paced, time-sensitive environment.
• Manage multiple responsibilities and processes, ensuring all items are reviewed and completed according to the specified service standards, including but not limited to processing tasks, handling incoming and outgoing calls, emails and any other job related functions.
• Acquire and maintain knowledge of multiple systems including internal processing, non-web based, web based and workflow systems.
• Communicate both verbally and in writing to customers, agents or vendors to ensure transactions are in good order for processing.
• Acquire and maintain working knowledge of current and past products and procedures.
• Utilize accounting principles and practices to ensure accounts are in good standing and in compliance with suspense controls.
• Provide a positive and professional customer experience with internal and external customer interactions.
• Ensure compliance with applicable federal and state laws, regulations and requirements related to policies and contracts.
• Research contract and policy history in order to provide information to external customers, internal customers or agents. This includes matters related to : service history and timelines, taxes and tax reporting, corrections and accounting.
• Recognize problems and analyze information to determine the correct course of action for escalated and complex matters.
• Take ownership and accountability for achieving and maintaining daily production goals and decreasing total turnaround time. Monitor personal work to verify accuracy and ensuring compliance with company standards and regulations.
• Meet or exceed all KPIs and any communicated service standards.
• Actively engage in team and individual improvement activities as requested by your leader, including but not limited to team huddles, problem solving sessions, scheduled team meetings and individual development.
• Support multiple customer bases that include distribution partners, external customers, third parties and internal partners.
• Identify concerns and opportunities within the area or team and provide ideas for improvement.
• Provide training support for the team, including helping to train new team members when necessary.
• Provide back-up support for other team members.
• Perform due diligence to potentially identify fraudulent activity and take appropriate action to alert leadership.

What We're Looking For

Other Requirements

What you can expect when you join Sammons Financial Group

Salary Range Information

USD $31,718.00 - USD $52,864.00 / Yr. Range includes data points from multiple labor markets. Specific range is dependent on the labor market where the incumbent will be hired to perform the position. Starting salary is dependent on candidate qualifications and experience. For a narrower salary range specific to your labor market, please inquire.

Work Authorization / Sponsorship

At this time, we're not considering candidates that need any type of immigration sponsorship now or in the future or those needing work authorization for this role (This includes, but is not limited to students on F1-OPT, F1-CPT, J-1, etc.)