Reviews, researches and/or analyzes necessary policy data in order to resolve client inquiries or concerns via telephone, written correspondence, email or online chat.
Provides professional and courteous service, including diffusing escalated clients to resolve concerns; completes service requests within departmental service levels.
Proactively seeks resolution to client issues; uses solid judgment in recognizing the need to escalate situations to management.
Provides analysis and service for all products within the Western & Southern Life portfolio.
Makes independent decisions regarding customer requests, and processes policy transactions on administrative systems as necessary.
Maintains accurate information and documentation in Salesforce Customer First Platform.
Required to utilize multiple administration systems to service clients.
Proactively conducts outbound calls to follow up on previous client concerns to ensure issues were resolved accurately and timely.
Analyzes client trends to identify and mitigate risk to the Enterprise, including, but not limited to, anti-money laundering, privacy concerns, premium financing and unethical practices.
Requires developing and maintaining comprehensive knowledge of state regulations, required forms, policy details, processes, current and discontinued products, etc.
Develops and maintains positive working relationships with internal and external clients.
Identifies cross-selling opportunities and utilizes tailored approaches to secure sales leads.
Proactively conducts conservation efforts to retain business.
Processes all work requests received through Imaging from various departments within established service levels.
Identifies system or procedural problems and recommends improvements to benefit clients or home office associates.
Services walk-in clients to the Home Office.
Performs other duties as assigned by management.