Western & Southern Financial Group

Sales Operation Supp Spec

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


Summary of Responsibilities:

Contributes to the productivity and profitability of our field force by researching, analyzing and resolving Field Sales Representative’s sales and support requests via inbound and outbound phone calls and emails. Provides agents with superior service through support on underwriting status, service-related inquiries, forms processing and user assistance. Acts as a liaison between the Field Representatives and the Home Office. Works with minimal supervision and is responsible to make an established range of decisions, escalates to manager when necessary and updates manager on a regular basis.


Position Responsibilities:

  • Responds and resolves agent sales, service and support questions by telephone or email by researching and analyzing the requests being made. Responsible for handling problem resolution and diffusing escalated situations with minimal escalation to the Leadership Team.

  • Remains current on new insurance products and Company procedures.

  • Provides agents and field personnel with underwriting status and guidelines of currently sold products.

  • Provides agents and field personnel with support while utilizing sales support systems (iNB, Mainframe, Financial Focus).

  • Responds to agent requests for marketing material questions and inquiries.

  • Provides personable, professional and courteous sales support within department time standards.

  • Assists in the population of eFAQ (a knowledge management system) to house all agent questions and responses, which will supplement future training and support for new hires. Objectively documents all pertinent facts and information regarding the agent call for future reference.

  • Directs follow-up work to other departments for completion.

  • Diffuses escalated agent and client calls and emails to resolve concerns.

  • Performs other duties as assigned by Leadership Team.

  • Performs other duties as assigned by management.


Selection Criteria:

  • Proven experience selling or servicing Life and Health Insurance products.

  • Proven knowledge of all W&S Life, Annuity and Health products.

  • Proven knowledge and Call Center experience in a Customer Service Analyst, Sales Rep or supervisor/manager role.

  • Proven experience handling and effectively resolving client and/or agent needs. Must provide examples of strong customer service skills.

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

  • Possesses and displays excellent verbal and written communication skills with ability to convey information to agents or clients in a clear, focused and concise manner.

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

  • Must cite examples of experience working in a demanding environment with heavy volume and multiple tasks.

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

  • Proven strong analytical skills, including demonstrated experience identifying and quantifying problems and providing effective resolutions.

  • Demonstrated experience working effectively within a team.

  • Must provide examples from working experience of going above and beyond the call of duty to assist team members.

  • Proven experience effectively articulating information to agents or clients in a patient and understanding manner while managing multiple tasks.

  • Must provide examples from work experience demonstrating flexibility to meet department and agent/client needs.

  • Demonstrated efficiency in navigating through multiple computer system applications.

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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