Western & Southern Financial Group

Service Consultant

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


Summary of Responsibilities:

Establishes and proactively maintains relationships with agents/producers as well as internal and external clients. Effectively answers questions related to existing contracts and products providing accurate, detailed and complete information. Works with minimal supervision and is empowered to make an established range of decisions; escalating issues to the Team Lead or Manager when necessary and providing updates on a regular basis. Coordinates and monitors workflow procedures with various departments to effectively complete service requests. Meets established performance objectives and service levels by achieving production and service standards.


Position Responsibilities:

  • Develops and maintains a positive working relationship with agents/producers as well as internal and external clients.

  • Provides analysis and service for all product lines.

  • Provides analysis and service for all existing contracts on all administration systems.

  • Takes actions recommending steps to agents/producers, internal and external clients that will move cases to completion.

  • Coordinates resolution for multiple departments. Works closely with various departments to answer complex inquiries.

  • Responsible for resolving inquiries received via telephone, e-mail or written correspondence from agents/producers and other clients. Gathers, researches and analyzes policy information to provide accurate information to each client.

  • Proactively seeks resolution to client issues; uses solid judgment in recognizing the need to escalate situations to management.

  • Develops and maintains advanced level of knowledge regarding current and discontinued products as well as current processes and procedures.

  • Analyzes trends in requests from agents, producers and clients in order to identify and mitigate risk to the Enterprise including, but not limited to, anti-money laundering, privacy concerns, premium financing and unethical practices.

  • Identifies system or procedural problems and recommends improvements to benefit producers/agents, home office associates and clients.

  • Makes independent decisions regarding exception processing and recognizes a need to consult with management.

  • Proactively conducts outbound calls to follow up on previous client concerns to ensure issues were resolved accurately and timely. Solicits client suggestions in order to provide feedback to the management team.

  • Processes all work order requests received through Imaging from various departments in a timely and efficient manner.

  • May require processing non-financial related transactions on multiple administration systems (ASMS, Administrator, CDS, MDOCS, OIT, Document Direct) as requested by clients.

  • May require developing and maintaining a comprehensive knowledge of state regulations, including required forms, MEC guidelines, TAMRA, DEFRA, TEFRA limitations and GSP/NSP regulations.

  • Performs other duties as assigned by management.


Selection Criteria:

  • Demonstrated success in an Analyst role or comparable position.

  • Possesses and displays excellent verbal and written communication skills with the ability to convey information to agents or clients in a clear, focused and concise manner while following proper rules of punctuation, grammar, dictation and style.

  • Demonstrated experience maintaining a calm and professional demeanor when handling stressful situations.

  • Possesses and displays excellent follow-up skills on issues not handled through “once and complete” service via telephone. Must cite examples of case follow-though.

  • Demonstrated experience coordinating multiple projects/assignments simultaneously and completing assigned tasks accurately and on a timely basis.

  • Proven PC skills with data-entry experience. Requires the ability to continuously make repetitive motions of the wrists, hands and/or fingers.

  • Demonstrated strong attention to detail with excellent organizational skills. Cite examples of organization and time management methods used to manage or prioritize workload demands.

  • Demonstrated ability to apply learnings to future decisions (progressive decision-making).

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

  • Demonstrated experience working independently under little direction from management. Experience must include identifying and resolving problems where independent decision-making and self-initiative were demonstrated.

  • Must provide examples from work experience demonstrating flexibility to meet department and customer needs.

Work Setting:

  • This position works in an office setting and remains continuously in a 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.

Educational Requirements:

  • High school diploma.

  • Some college work preferred.

Computer skills and knowledge of hardware & software required:

  • Working knowledge of word processing and spreadsheet applications.

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

  • None required.

Position Demands:

  • Extended hours required during peak workloads or special projects.


Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Need help finding the right job?

We can recommend jobs specifically for you! Click here to get started.