Customer Service Rep. with stability and call center exp. in Indianapolis, IN at Vaco

Job Description

Vaco Indianapolis has partnered with a company for a Customer Service Representative role!

Specific Responsibilities Include

• Meets and achieves department standards for phone availability/logged in times, quality audits, call handle ratio, and documenting call activity in the administration system.
• Answers incoming telephone inquiries from customers or their representatives; validates the identity of the caller prior to any information being released.
• Strives to resolve each inquiry and knows when to escalate calls to ensure exceptional service for the caller.
• Prepares illustrations for the annuitization of deferred annuity contracts and communicates living benefit payout information for fixed indexed annuities.
• Distributes the appropriate service forms to customers, beneficiaries and agents via mail or fax, with instructions for completing and returning documents for processing.
• Completes tasks such as return mail, 1035 transfer follow ups, and returning voicemails, in addition to completing requests for forms and address changes.
• Participates in special projects that help support Contract Administration, Customer Service or Agency Service units, and may work on special project teams that cross department lines.

Skills & Experience Required

• High School diploma or GED
• Three to five years high volume call center experience
• One to three years life insurance and/or annuity experience
• One to three years customer service experience
• Strong communication skills, including verbal and listening skills
• Exceptional interpersonal and customer service skills with the ability to diffuse difficult service situations
• Organized, detail oriented, and able to multi-task
• Quick thinking to resolve inquiries and meet customers' needs
• Excellent aptitude for math and understanding of income tax applications
• Must be resourceful and effective in dealing with diverse situations
• Proficient computer skills including keyboarding and various software packages such as MS Word and Excel and customer relationship management (CRM) applications
• Professional designations such as LOMA's Associate Life Management Institute (ALMI), Associate Customer Service (ACS), Associate Annuity Products and Administration (AAPA) or Fellow Secure Retirement Institute (FSRI) preferred but not required