Life Customer Contact Specialist
Current-Responsible for front line/customer facing in responding to inbound calls by providing support to agents, policy owners, third parties or others in verbal and written communication using a professional and friendly approach. Calls must be handled according to company policy and procedure, Service Level and Quality Standard Agreements.-Answer calls regarding, but not limited to: policy values, various features and rider benefits, coverage options, indexed and variable policy performance, products, interest rates, address changes and allocation changes, withdrawals, surrenders, transfers and exchanges, beneficiary changes, ownership changes, guideline and regulations, annual and quarterly statements, completing forms and provide standard established turnaround times, as applicable.-Acquire and maintain working knowledge of company products. This includes staying familiar with the most up-to-date changes to procedures as well as completing any required training courses.-Field questions regarding policy loans, billing and accounting processing, grace processing and lapse notification.-Display a working knowledge of premium and contribution regulations.-Correctly identify appropriate regulations to ensure proper handling of requests. Verify and provide explanation for tax documents.-Consult and coordinate with all other applicable departments including New Business, Agency Services, Sales and Marketing, Customer Correspondence and the Life Division.-Submit accurate and timely requests via workflow system to ensure work item is handled in accordance with varying departmental procedures. Have working knowledge of each department’s job function and all designated service level agreements to manage end user expectations.-Meet departmental expectations for phone and written quality, average handle time, held and consulted calls and availability checks.-Navigate and provide direction to agents and policy owners to access policy information via external websites.
