Western & Southern Financial Group

Customer Service Advocate

Call Center & Customer Service
Full Time


Summary of Responsibilities:

This position represents Gerber Life through providing exceptional service to existing customers and engaging in consultative conversations using the Gerber Life Insurance sales process. Processes transactions and ensures customers’ needs are met via inbound and outbound calls.


Position Responsibilities:

  • Responds to customer inquiries via inbound and outbound service and sales telephone interactions to address a variety of customer inquiries which include, but are not limited to, processing payments, resolving billing issues, policy changes requests and completing new insurance applications.

  • Reviews customer’s current insurance needs while engaging in consultative conversations. Expected to make recommendations that address the customer’s needs, while also promoting business growth and goal achievement with competitive, industry-leading life insurance and other financial products.

  • Handles customer inquiries in a positive and professional manner consistent with compliance and regulatory requirements.

  • Attends 2 months of training

  • Obtains and maintains multi-state licenses while employed in this position:

    1. Must be actively licensed in Life and Health Insurance

    2. Must obtain appointments in 39 Company-designated states within approximately the first five to seven weeks of employment.

    3. Must obtain licensing in remaining states which Gerber Life Insurance Company conducts business within approximately 45 to 60 days of employment.

  • Other duties as assigned.


Selection Criteria:

  • 1-2 years Customer Service experience.

  • Demonstrated contact center experience and knowledge considered a plus.

  • Demonstrated life insurance industry experience and knowledge considered a strong advantage.

  • Proven ability to be a Customer Service Advocate with the ability to discuss information in a customer-friendly manner.

  • Proven strong and accurate business English, verbal and written communication skills (grammar and spelling).

  • Proven excellent listening skills.

  • Proven ability to multitask.

  • Demonstrated strong bilingual competency considered a plus (English and Spanish).

  • Demonstrated strong service acumen and sales focus with the ability to offer additional products that will fill the insurance needs of the customer.

Work Setting:

  • Onsite-Cincinnati, OH Call Center

Educational Requirements:

  • High school diploma or GED.

Computer Skills and Knowledge of Hardware & Software Required:

  • Excellent PC, data entry & word processing software skills.

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

  • Must have an active Life and Health Insurance License.

Position Demands:

  • Ability to problem solve.

  • Ability to follow a customized service and sales process.

  • Ability to learn Gerber Life product details and service protocols, and adhere to procedures and rules of conduct in a fast-paced environment.


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