Western & Southern Financial Group

CRC Support Specialist

Call Center & Customer Service
Full Time
Western & Southern Financial Group


Summary of Responsibilities:

Provides complete administrative support of the sales and service process.  Promptly answers telephone calls, accurately completes paperwork, assures quality work products, uses basic office machinery, deals with internal service groups and assures a focus on professional and exemplary customer service at all times.  Works with some supervision and is responsible to make a minimal range of decisions, escalates to manager when appropriate and updates manager on a regular basis.


Position Responsibilities:

Completes client packets, letters, applications and brochures to support the sales and service process.


Accepts incoming calls promptly and in a professional and courteous manner.  Handles all status requests; answers all questions that do not require assistance from a licensed representative.


Processes credit card payments and accurately records credit card information when solicited from a customer by telephone.


Retrieves and records voice mail messages, refers to appropriate associate for handling.


Assures all office supplies and forms are stocked for efficient operation of the department.  Stays on top of any changes in state required forms and updates prior to the effective date of change.


Gathers requested information and completes any forms necessary to comply with the client’s request for the service.


Make outbound calls contacting prospective clients to conduct a Personal History Interview.


Performs follow-up with prospective clients, outside vendors and various departments within the home office to obtain missing or additional information regard to issuance of a life insurance application.


Performs other duties as assigned by management.


Selection Criteria:

Demonstrated experience effectively handling customers and providing excellent service.


Possesses and displays excellent verbal and written communication skills with ability to convey information to internal and external clients in a clear, focused and concise manner while following proper rules of punctuation, dictation and style.  Ability to prepare correspondence, reports, and forms using a prescribed format.  Experience must include strong telephone communication and etiquette skills.


Demonstrated ability to receive, organize and manage large amounts of diverse information and documentation.


Demonstrated experience working effectively within a team.  Must provide examples from working experience of going above and beyond call of duty to assist team members.


Must provide examples from work experience of maintaining high degree of accuracy associated with high volumes of work and/or multiple duties.


Must provide examples from work experience demonstrating flexibility to meet department demands.


Demonstrated ability to review a situation or issue and anticipate needed actions.


Must be able to handle confidential information in a discreet manner.

Work Setting:

  • Works in an office setting and remains in a continuous stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.

  • Performs substantial movement of wrists, hands and fingers for continuous computer work.

Educational Requirements:

  • High school diploma/GED.

Computer Skills and Knowledge of Hardware & Software Required:

  • Working knowledge of word processing applications.

Certifications & Licenses (i.e., Series 6 & 63, CPA, etc.):

  • None required.

Position Demands:

  • Extended hours required during peak workloads or special projects.


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