Service & Sales Associate (Cincinnati)

Customer Service & Sales Associate

The Customer Service & Sales Associate position is a full-time position handling inbound and / or outbound customer service and / or sales calls based on business needs. Effectively answers questions related to existing contracts and products. Makes appropriate financial services product recommendations utilizing the assigned product portfolio. Responsible for making a defined range of decisions, escalating to leadership when necessary and updating leadership on a regular basis. Performs duties as determined by EEC leadership based on workload.

Responsibilities

What you will do :

• Utilizes professional license, training and experience to provide advice and make informed life insurance and / or annuity recommendations for new and / or existing customers based on client needs.
• Prepares illustrations associated with approved life insurance applications using data entry points that match the approved application.
• Provides professional and courteous service, making independent decisions regarding client requests and resolving client concerns, recognizing the need to escalate situations to management as necessary.
• Reviews, researches, and / or analyzes necessary policy data in order to resolve client inquiries or concerns via telephone, written correspondence, email, or online chat.
• Conducts follow-up calls to provide additional information and / or assist with application completion as necessary.
• Answers telephone calls from current customers regarding policy status information and provided instructions to initiate a change or transaction. This includes caller verification following documented business process and providing information that is documented and does not require independent decision making.
• Conducts outbound calls to existing customers for non-sales purposes. This could include verifying / confirming information, obtaining instructions regarding an in-house service request, and premium due reminders.
• Processes service transactions using prescribed administrative systems or peripheral systems. This could include address changes, ownership changes and disbursement requests. Transactions are keyed following documented procedures. Errors or unexpected results must be identified and escalated to manager.
• Processes new business applications. Responsible for following business process rules and state specific rules that are documented. Identifies when application is not-in-good-order and takes appropriate steps to remediate. Authorizes issuance of in-good-order applications, including application of premium and determination of contract effective date.
• Indexes documents in imaging workflow system to accurately identify the document type. Follows procedural documents to enter data such as policy number, customer name, source of business, form type and other key identifiers
• Completes business processes to support licensing and appointment of producers including data entry, quality checks, training checks and license verification.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

Work Setting / Position Demands :

Travel Requirements :