Title: Customer Service Specialist
Reports to: Manager, Customer Service
Location: Arlington, VA
Our client is a nonprofit veteran service organization providing life insurance and annuity products to support military families.
Duties & Responsibilities:
- Research and resolve member issues and inquiries about their existing policies via phone, e-mail, regular mail and/or in person; provide excellent service in a timely, professional and courteous manner. Document all interactions and member feedback in the Customer Relationship Management (“CRM”) system
- Efficiently navigate systems to provide an accurate response to the customer’s inquiry; (e.g., Outlook, Product Calculators, Illustration Systems, Policy Administration System, Imaging System, CRM, Sales Force, Call Center Software, etc.
- Maintain in-depth knowledge of operations of the life cycle of Life and Annuity products to include Billing and Collections, Distributions, and In-force processes
- Counsel members to attempt to conserve policies that are in danger of lapse or termination; track reinstatements to completion, fulfill requests for any contract related activity, and In-Force Illustrations; proactively contact members regarding changes in addresses, bills, statement notices, etc.
- Maintain a thorough understanding and knowledge of all of our client’s products and services provided to Members
- Educate and counsel Members and their families on military benefits as well as the benefits of our client’s membership and products. Refer potential sales to Sales Representatives as needed
- Enrich and strengthen the relationship between our client and our Members using effective written and verbal communication skills, empathetic listening skills and presenting a calm and collected presence; actively seek information to understand Member’s circumstances, problems, expectations and needs
- Successfully function within a team environment and actively participate in achieving team goals
- Participate in the cross-training of all duties, in order to ensure proper continuity of operations and coverage of operational functions at all times
- Comply with pertinent laws/regulations, Bylaws and policies established by the Board, and all written/verbal instructions received from the President & CEO, VP of Operations, Director of Claims & Customer Service and Customer Service Manager
- A demonstrated ability to learn and continuously develop industry knowledge and best practices
- Other duties as assigned
Qualifications:
- Bachelor’s degree and/or 1-2 years of call center and customer service experience with life insurance expertise preferred.
- Proven knowledge with call center operations and concepts, processes, procedures and practices is a must, to include knowledge of call center or other CRM systems, and/or multiple phone queue systems.
- Insurance certifications such as FLMI, CLU, ACS, or PCS preferred and/or a detailed knowledge of our client’s operations and products is a plus.
- The ideal candidate will demonstrate a high level of professionalism, an exceptional customer focus, and very strong attention to detail.
- Must also possess strong independent thinking and problem solving skills, and the flexibility and patience to work through multiple customer demands and challenges.
- This person will adapt well under pressure, be self-motivated and self-directed, and driven to go the extra mile to ensure our client’s goals are achieved while delivering exceptional customer service.
