Customer Engagement Specialist (7922BR) Lakewood, Ohio
1) Establish high quality customer relationships-using informational resources and individual technical knowledge. 2) Handle high volume of external inbound customer, agent and Field Agency inquiries. Focuses on consistently achieving specific metrics within team 3) Assist in the execution and processing of routine administrative transactions-including the input of data into administrative systems in order to transact policy changes at point of call. 4) Transact routine financial and non financial activity on client accounts with both expediency and accuracy. 5) Develop and maintain working knowledge of administrative and mainframe systems/applications needed to process service functions. 6)Handle limited internal contacts including those within the department, as well as in-house resource and support departments. This may include Office of General Council, Underwriting, Tax, Compliance, Claims, Variable Products, Annuity and other Service Business Units. 7) Ability to handle most customer interactions in primary knowledge area independently and be able to explain basic information in functional area. 8) Demonstrate tact and sound judgment in all interactions with both internal and external customers. 9) Demonstrate willingness to research both internal and external customer inquiries and to follow up to ensure resolution and satisfaction. 10) Demonstrate accountability in all inquiry handling up to and including escalating inquiries when appropriate. 11) Assist team members on a daily basis to complete unfinished work in order to meet departmental and regulatory standards. 12) Develop working knowledge of most Life Products and Services, Annuities/Variable Products, qualified and non -qualified plans, product options and features and regulatory and departmental standards and goals. Special Assignments as assigned by Manager.
Associate or Bachelor Degree from an accredited college or university is required. Appropriate + center or customer service experience is considered a plus. Industry recognized courses and designations (I.e. like Loma but not limited to), Certifications (I.e. Call Center Associate Certification) and other relative activities.
1) Proficient PC skills including Word, Excel, Lotus Notes with the ability to navigate multiple applications during call handling. Individual will be required to utilize multiple legacy systems to access policy information, payment info/history, loan/dividend, etc. 2) Proven ability to work in a fast paced environment with attention to detail as individual will be handling inbound phone calls and multi-tasking navigation through numerous applications. 3) Soft-skills professional demeanor for all interaction with clients. 4) Strong Accountability and Customer Service Skills to provide exceptional service.