Provide efficient, compliant and high quality service to our customers in support of the business unit's goals and established service level agreements (SLAs). Responsible for meeting stated individual and team key performance indicators (KPIs) and SLAs while driving improvement to overall ease of business for our teams and customers.
Responsibilities:
• Review and process high volumes of requests from contract and policy owners, agents and internal support departments in a fast paced, time-sensitive environment.
• Manage multiple responsibilities and processes, ensuring all items are reviewed and completed according to the specified service standards, including but not limited to processing tasks, handling incoming and outgoing calls, emails and any other job related functions.
• Acquire and maintain knowledge of multiple systems including internal processing, non-web based, web based and workflow systems.
• Communicate both verbally and in writing to customers, agents or vendors to ensure transactions are in good order for processing.
• Acquire and maintain working knowledge of current and past products and procedures.
• Utilize accounting principles and practices to ensure accounts are in good standing and in compliance with suspense controls.
• Provide a positive and professional customer experience with internal and external customer interactions.
• Ensure compliance with applicable federal and state laws, regulations and requirements related to policies and contracts.
• Research contract and policy history in order to provide information to external customers, internal customers or agents. This includes matters related to: service history and timelines, taxes and tax reporting, corrections and accounting.
• Recognize problems and analyze information to determine the correct course of action for escalated and complex matters.
• Take ownership and accountability for achieving and maintaining daily production goals and decreasing total turnaround time. Monitor personal work to verify accuracy and ensuring compliance with company standards and regulations.
• Meet or exceed all KPIs and any communicated service standards.
• Actively engage in team and individual improvement activities as requested by your leader, including but not limited to team huddles, problem solving sessions, scheduled team meetings and individual development.
• Support multiple customer bases that include distribution partners, external customers, third parties and internal partners.
• Identify concerns and opportunities within the area or team and provide ideas for improvement.
• Provide training support for the team, including helping to train new team members when necessary.
• Provide back-up support for other team members.
• Perform due diligence to potentially identify fraudulent activity and take appropriate action to alert leadership.
• Commitment to embrace Sammons Financial Group Companies shared values (Accountability, Connection, Openness, Respect and Integrity).
• As stated within the Company Attendance and Punctuality policy, regular attendance is required and expected in order to meet the business service levels and workflow demands.
• Other duties as assigned.
Qualifications:
- Bachelor's Degree Preferred
- Relevant work experience in the life and/or annuity insurance industry Preferred
- Previous customer service and/or call center experience Preferred
- Strong focus on customer service
- Excellent verbal and written communication skills
- Strong organizational and problem solving skills with high attention to detail
- Self-motivated with the ability to work independently and effectively
- Adaptable to frequent change in a fast paced work environment
- Proficient in Microsoft Suite (e.g. Office, Excel, PowerPoint) and basic computer skills
Suitability Requirements:
• Criminal background check required.
• FINRA regulations require fingerprinting for this position. Management reserves the right to determine and approve incumbent suitability for this position.
Pay Range:
USD $36,576.00 - USD $60,960.00 /Yr.
Pay Transparency Verbiage:
Range includes data points from multiple labor markets. Specific range is dependent on the labor market where the incumbent will be hired to perform the position. Starting salary is dependent on candidate qualifications and experience. For a narrower salary range specific to your labor market, please inquire.
Company Information:
• Comprehensive health coverage for you and your family, including Medical, Dental, Vision, HSA & FSA options, and term life insurance.
• Competitive compensation with a performance-based incentive program tied to clear goals and individual and/or company success.
• Invest in your future with our 100% company-funded Employee Stock Ownership Plan (ESOP), plus automatic enrollment in our 401(k).
• Work–life balance that means something. Friday afternoons off year-round, generous paid time off, and paid holidays.
• Commit to your growth with paid development time, tuition reimbursement, and professional development opportunities across industry, individual, and leadership programs.
• Make an impact beyond the workplace through volunteer time off, and our company nonprofit matching gift program, supporting the causes that matter most to you.
• An ownership culture that inspires; join a connected, values-driven workplace where employees take accountability, support one another, and are empowered to do their best work—together shaping our future shared success.
Work Authorization/Sponsorship:
At this time, we’re not considering candidates that need any type of immigration sponsorship now or in the future or those needing work authorization for this role (This includes, but is not limited to students on F1-OPT, F1-CPT, J-1, etc.)
Additional Information:
Sammons Financial Group Is An Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other characteristic protected by applicable law.
ADA
Sammons Financial Group is committed to providing reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. If you need assistance or a reasonable accommodation at any stage of the application or hiring process, including navigating our website or applying for a position, please contact [email protected] or call 800-728-2987.
E-Verify
Sammons Financial Group participates in E-Verify and will provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.