Insurance Support Specialist
PLS Financial Services - Oak Brook, IL

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The Tax Prep and Insurance Product Specialist is responsible for supporting the Insurance and Tax products with phone support through our in house call center during field customer transactions, as well as ongoing Insurance/Tax training through remote capabilities. The ability to research, troubleshoot, problem solve and effectively communicate tax situation solutions to internal customers via phone and email is essential to this position. The position is a seasonal/temporary position ending April 15, 2013.

Responsibilities:
  • Provide support in all insurance and tax law knowledge.
  • Provide support in insurance and tax software system training.
  • Document all calls to ensure following reporting capabilities.
  • Assist store employees with the marketing of company products.
  • Audit completed insurance sales/tax returns to ensure accuracy and resolve any issues found during audit.
  • Assist employees as needed with questions on processing and selling insurance/tax products and ensure that all processes are followed accurately.
  • Additional duties as assigned by Directors of Operations.

After April 15 th , Primary Responsibilities:
  • Handle a high volume of inbound/outbound calls that will include general information, customer account issues, service, product inquiries, and complaints while promoting the PLS brand.
  • Apply organizational knowledge and problem solving techniques to resolve customer inquiries and respond to issues in a timely manner.
  • Develop general knowledge of department policies, procedures, products and services.
  • Navigate databases to enter and retrieve customer information.
  • Maintain call center business standards, quotas, productivity goals.
  • Participate in coaching sessions, training and testing to achieve individual, department and company goals and maintain current industry knowledge.
  • Ensure security and confidentiality of customer information, follow all audit, ethics policies and customer service guidelines at all times.

Job Requirements:
  • Associate or Bachelor’s Degree in Business, Marketing, Communications, Management or Human Resources
  • Illinois Property and Casualty License preferred
  • Weekend availability; with some extended evening hours during peak periods required
  • Strong knowledge of tax preparation and IRS tax law is required
  • A registered Tax Return Preparer designation and an Illinois Insurance Property and Casualty license is required
  • 2-3 years of recent experience with professional income tax preparation required
  • Previous call center experience a plus
  • Proven track record of customer focus/experience and a drive for results
  • Strong communication skills (both written and verbal), along with a pleasant telephone personality and professional demeanor
  • High level of organizational skills, attention to detail and accuracy
  • Work effectively in a fast-paced environment , multi-task, prioritize workload and meet deadlines
  • Ability to handle sensitive information with discretion
  • Must be a team player
  • Spanish/English bi-lingual a plus
  • Proficient in Microsoft Word, Office and Excel
  • Successfully complete PLS in-house training

Benefits:

Benefits for eligible employees include: medical / dental / vision, 401k, vacation, opportunities for advancement, on-going training available. PLS is proud to be an equal employment opportunity employer and drug free work place.

Requirements

Job Requirements:
  • Associate or Bachelor’s Degree in Business, Marketing, Communications, Management or Human Resources
  • Illinois Property and Casualty License preferred
  • Weekend availability; with some extended evening hours during peak periods required
  • Strong knowledge of tax preparation and IRS tax law is required
  • A registered Tax Return Preparer designation and an Illinois Insurance Property and Casualty license is required
  • 2-3 years of recent experience with professional income tax preparation required
  • Previous call center experience a plus
  • Proven track record of customer focus/experience and a drive for results
  • Strong communication skills (both written and verbal), along with a pleasant telephone personality and professional demeanor
  • High level of organizational skills, attention to detail and accuracy
  • Work effectively in a fast-paced environment , multi-task, prioritize workload and meet deadlines
  • Ability to handle sensitive information with discretion
  • Must be a team player
  • Spanish/English bi-lingual a plus
  • Proficient in Microsoft Word, Office and Excel
  • Successfully complete PLS in-house training

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