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The Customer Service Associate builds client relationships by researching, analyzing, and resolving service requests and complaints. This associate provides exceptional service to existing customers through service-related transactions via inbound and outbound calls. They ensure customers' needs are met while maintaining compliance with regulatory requirements. The Customer Service Associate is expected to utilize critical thinking skills to resolve issues, overcome objections, and de-escalate client interactions.
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Drive the implementation of company-wide business projects and initiatives focused on enhancing productivity. Ensure thorough testing, particularly for the Contact Center, UTS, Insurance Operations, and Marketing units, covering new projects, system enhancements, change requests, and interdepartmental processes. Oversee all phases of software quality testing to confirm that implementations are defect-free and perform as expected, with no unintended impact. Collaborate closely with the Project Management Office (PMO) and Application Development and Solutions Delivery (ADSD) Team. Collaborate with Business Systems - Support, as needed, to ensure timely communication of system changes. Provide technical support to the Contact Center, based on business need. Work hours will align with the...
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The Customer Service Associate position is a part-time position that rotates job duties based on business needs that are largely driven by volume increases (seasonal and predicted) and demand. The individual in this position will key and process data in administrative systems and will conduct outbound telephone calls to insurance applicants to collect data requested by the underwriter. The individual may also take inbound calls or make outbound calls from/to our customers.
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Utilizes financial industry knowledge, training and/or experience to make informed recommendations across the breadth of the Western & Southern Financial Group product portfolio to clients as a result of a review of their current financial situation and current products held. Must meet or exceed established sales goals (policies and premium placed) and perform job functions according to prescribed contact center metrics. Assesses needs of current and prospective clients using established integrity selling techniques and needs analysis systems in an inbound and outbound contact center environment. Makes appropriate financial services product recommendations utilizing the Western & Southern product portfolio. Accesses other company product portfolios as...
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The Customer Service & Sales Associate position is a full-time position handling 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.
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Establishes with clients by researching, analyzing and resolving service requests and complaints. 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. Is expected to utilize critical thinking skills to resolves issues and de-escalate client interactions, escalating to manager when appropriate. Performs duties as determined by CRC leadership based on workload and assigned resources.
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Creates and manages schedules, scheduling analysis, real-time interaction management and reporting, in support of the GLIC Contact Center. Proactively monitors inbound and outbound interactions and manages defined surge plan. Works with minimal supervision and is responsible for making an established range of decisions, escalating to manager only when necessary and updating management on a regular basis.