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Customer Service Specialist in Indianapolis at Vaco

Date Posted: 5/13/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Indianapolis
  • Job Type:
  • Experience:
    At least 5 year(s)
  • Date Posted:
    5/13/2019
  • Job ID:
    CUSTO15424

Job Description

Vaco Indianapolis has partnered with a company located North Indianapolis to fill a contract to hire Customer Service Specialist.

In this fast-paced environment, you will have an opportunity to apply your excellent telephone skills as well as further develop your customer service skills and play a role in the company's growing operations.

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