Required Knowledge and Skills:
Must have college degree or equivalent work experience and 1 -3 years of client service or insurance background preferred.
Excellent telephone skills, problem solving, analytical and decision-making skills are required.
Personal computer experience in database, spreadsheet, word processing and internet navigation software.
Mainframe experience is a plus.
Planning, organizational and mathematical skills are important.
Must possess excellent verbal and written communication skills and show a strong commitment to customer service.
Ability to learn and understand all policy related statements (i.e. annual reports, confirmations and quarterly statements).
Must attempt Series 6 test within 90 days and acquire within 180 days of employment.
Must demonstrate progress toward attainment of industry designations (FLMI, ACS) or completion.
Associate work schedule:
External Job Description:
At Ameritas, it's about building long-term trusted relationships and keeping our promises. We are proud to provide strength, protection and reliability while serving individuals, families and businesses generation after generation. This is what sets Ameritas and its associates apart.
Ameritas Life Insurance Corp. offers a wide range of insurance and financial services to individuals, families and businesses. These products and services include life insurance; annuities; individual disability income insurance; group dental, eye care and hearing care insurance; retirement plans; investments; banking and public finance.
The Contact Center Representative is responsible for providing prompt, accurate and courteous service in order to build and maintain positive relationships with policyholders and field force.
Essential Functions: Communicate by telephone, e-mail and FAX with policyholders and field force to expedite service requests for individual life, annuity and disability policies.
Understand and anticipate the needs of customers to deliver service that meets or exceeds expectations of clients and falls within stated department Service Standards.
Utilize all mainframe, telephone and personal computer systems to accomplish 80% resolution of inquiries without transferring the call.
Display the highest standards of honesty, integrity, fairness, optimism and ethics in all activities.
Build positive customer relationships while acting to protect the confidentiality of information.
Must be able to prioritize multiple tasks and act with appropriate sense of urgency while shifting between processing and answering phone calls.
Perform limited policy contract maintenance including system processing, sending out appropriate forms or correspondence, and file documentation as required in a consistently timely and accurate manner.
Communicate with all external/internal customers, irate or difficult, in a pleasant, professional, tactful and informative manner.
Obtain and analyze data from various sources to provide accurate and complete responses to agents and clients.
Communicate with agents and clients, both verbally and in writing to discuss and resolve service issues.
Willingness to have calls evaluated or monitored for training and quality assurance purposes.
Must be open to feedback and demonstrate an enthusiasm to learn methods that exceed the expectations of our customers both internal and external.
Identify and resolve procedural and system related problems that directly impact the service provided to our customers.
Coordinate with individuals in other areas of the company as needed to resolve problems, remaining responsible until resolution.
The Contact Center Associate must support the philosophy of a "Team" concept. This should be accomplished by actively promoting a team environment in all areas of responsibility and by maintaining open lines of communication between each team member regarding issues that impact the overall performance of the team. Must also be capable of representing team/department on various committees and/or special projects to enhance individual or team performance. The Associate must be able to analyze telephone inquiries and determine necessary steps for resolution including opening workflows and forwarding to appropriate team. Associate has the express duty to comply with all applicable insurance laws and regulations and with approved company policies, practices and procedures related to ethical market conduct activities. Work under deadlines structured by the stock market as it relates to transactions. Employee further has the responsibility to immediately report known or suspected violations of laws, regulations and company policies, practices and procedures to the company's compliance officer.
Ameritas - 18 months ago