Customer Service Representative in Indianapolis, IN at Vaco

Date Posted: 9/23/2019

Job Snapshot

Job Description

  • 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.
    • 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