Customer Service Representative
New Haven, CT (Remote OR Hybrid OR Onsite)
Direct Hire
Overview
Responds to a wide range of phone and email inquiries in Spanish or in French, providing detailed knowledge of the Company's insurance, annuity product offerings and fraternal organization utilizing all information systems data as appropriate and within guidelines.
At all times, maintains professional, courteous and positive image to reflect positively on the Company's image and business operations.
Core Responsibilities
Engages caller, asks probing questions, as necessary, to determine the nature of the call and analyzes the issues of concern.
Uses company online systems to search for and secure the information needed to answer the callers inquiry and provide the appropriate response.
Responds to general and detailed questions from policyholders and field force on life insurance (old and new), ownership rights, cash values, accounting and taxation, tax sheltered / non tax sheltered annuities (FPA, SPA, Vantage) and SPIA, settlement options and fraternal rules as appropriate and within guidelines.
Follows procedures for release of specific policyholder information; assesses customer and field force needs for Home Office assistance.
Forwards standard or special action requests to appropriate department to comply with callers’ request for written correspondence.
Reviews and determines nature of email inquiries, analyzes the issues and either responds or directs the inquiry to the proper department.
Serves as liaison between Company’s website and its departments.
- Performs other customer service related duties, e.g., French / English, translates for other business areas.
- Routinely reads departmental communications, product updates and other tools to stay current with organizational developments.
- Performs other customer service related duties as requested by supervisor.
Skills Qualifications
- Experience providing outstanding customer service by showcasing expertise, fostering trust, and growing customer satisfaction
- An effective communicator who understands the importance of listening, being empathetic, and remaining professional in a conversational manner
- Solid written communication skills
- Ability to work and grow in a fast-paced, high-volume call center environment
- Willingness to learn new skills and ability to adjust to changes quickly
- Open to feedback to support your performance and development
- Solid computer and multi-tasking skills
- Ability to speak French Canadian
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