FINRA Contact Center Representative

Job Description:
Provide customer service to producers and contract owners by effectively responding to incoming phone calls related to variable and fixed annuity products.

Perform outbound phone calls, as needed, to complete the fulfillment of requests and follow up on inquiries.

Effectively and efficiently communicate with customers by adhering to established call center protocols and performance standards

Update information in administrative and workflow systems to process producer and/or policyholder requests and claim requests within established time and quality standards

Remain current on changes and updates for products, processes, and operational procedures to ensure compliance with all required regulations and standards

Must maintain strict adherence to schedule, have excellent time management skills, and be energized by front-line customer service delivery in a fast-paced environment.

Cross-train on multiple functions to provide operational flexibility and support for peak demand periods throughout the year

Provide suggestions for improvement of current processes to management

Essential Functions

• Ensure that the calls are handled as per procedures
• Ensure that the assigned targets in accordance with SLA and any internal standards are met
• Ensure that the quality of the call handling is in compliance with predefined parameters as defined by Process Excellence standards
• Maintain and provide the relevant process reports in a timely manner
• Ensure adherence to established attendance schedules

Technical Skills Needed:

• Knowledge of computers
• Knowledge of key parts of the computer and rebooting the system
• Preferably good typing speed and accurate system updating
• Phone call/master handling skills
• Keyboarding skills ( at least 30 wpm)
• Demonstrated experience using Microsoft Office and the ability to work simultaneously with multiple computer systems
• Series 6 Registered

Other Skills needed:

• Knowledge about Variable Life Insurance Policies
• System knowledge
• Knowledge on quality procedures
• Attention to detail
• Adaptable and flexible
• Active listening skills
• Self discipline
• Learning and decision making
• Listening, patience and action oriented
• Excellent verbal and written communication

Work Experience Requirements
Candidate preferred with contact center work experience in a similar environment in an Insurance process. Must Hold a Series 6 registration