A Brief Overview
The Customer Service/Sales internship handles inbound and/or outbound customer service and/or sales calls based on business needs. Effectively answers questions related to existing contracts and products. Makes appropriate financial services product recommendations utilizing the assigned product portfolio. Responsible for making a defined range of decisions, escalating to leadership when necessary and updating leadership on a regular basis. Performs duties as determined by EEC leadership based on workload.

Seeking candidates looking to explore opportunities for a contact center career or a career in the financial services industry.

• Utilizes professional license, training and experience to provide advice and make informed life insurance and/or annuity recommendations for new and/or existing customers based on client needs.
• Prepares illustrations associated with approved life insurance applications using data entry points that match the approved application.
• Provides professional and courteous service, making independent decisions regarding client requests and resolving client concerns, recognizing the need to escalate situations to management as necessary.
• Reviews, researches, and/or analyzes necessary policy data in order to resolve client inquiries or concerns via telephone, written correspondence, email, or online chat.
• Conducts follow-up calls to provide additional information and/or assist with application completion as necessary.
• Answers telephone calls from current customers regarding policy status information and provided instructions to initiate a change or transaction. This includes caller verification following documented business process and providing information that is documented and does not require independent decision making.
• Conducts outbound calls to existing customers for non-sales purposes. This could include verifying/confirming information, obtaining instructions regarding an in-house service request, and premium due reminders.
• Processes service transactions using prescribed administrative systems or peripheral systems. This could include address changes, ownership changes and disbursement requests. Transactions are keyed following documented procedures. Errors or unexpected results must be identified and escalated to manager.
• Processes new business applications. Responsible for following business process rules and state specific rules that are documented. Identifies when application is not-in-good-order and takes appropriate steps to remediate. Authorizes issuance of in-good-order applications, including application of premium and determination of contract effective date.
• Indexes documents in imaging workflow system to accurately identify the document type. Follows procedural documents to enter data such as policy number, customer name, source of business, form type and other key identifiers
• Completes business processes to support licensing and appointment of producers including data entry, quality checks, training checks and license verification.
• Performs other duties as assigned.
• Complies with all policies and standards.

• High School Diploma High school diploma or GED; actively enrolled in their respective secondary education institution - Required
• Demonstrated flexibility and ability to easily shift based on business need as required - Required
• Excellent verbal communication skills - Required
• Keyboarding skills with attention to detail and high accuracy - Required
• Ability to follow documented procedures and execute transactions according to steps identified with low need for assistance - Required
• Ability to identify when documented procedures fail or produce unexpected results and escalate to supervisor accordingly. - Required
• Proficient in outlook, word, excel, access database. - Preferred
• Ability to obtain home state life & health insurance license - Required

Work Setting/Position Demands:

• Works in an office setting and remains 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.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.

Travel Requirements:

• 0% travel

Western & Southern Financial Group Proprietary/Confidential: The above statements are intended to describe the general nature and level of work being performed by associates assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of associates so classified, and they may change at any time. For Internal Use Only, by the Western & Southern Financial Group Family of Companies. This information is provided to Western & Southern Financial Group associates only and may not be copied or distributed outside the Western & Southern Financial Group Family of Companies.