Customer Service Representative
Provides quality sales & service support to financial advisors, agents, and customers. Is knowledgeable of all products and can handle different types of inquiries. Analyzes and resolves issues and inquiries that require in-depth product and regulatory knowledge. Turns service inquiries into sales opportunities within own business segment and/or to support other - products by providing a sales lead. Educates customers in all aspects of contract and utilizes technology to enhance conversations. Understands the firm restrictions and how they apply to the business. Can interpret and articulate our marketing pieces when speaking with customers.
Receives and responds to incoming calls from investment professionals and customers on multiple financial topics ranging from taxes, withdrawals, benefits, product features, costs, loans, premiums, payment schedules, etc. Understands the different product suites, including current line-up and products no longer sold that still require servicing.
Responsible for interpreting and applying all changes and enhancements to new and old products, based on daily Change Communications. Cross-sells unfamiliar product line to support strategy of all business lines meeting goal. Identifies the question(s) behind the question to proactively offer consultative expertise and uncover the unstated need.
Maintains a record of the conversations and follows a process of documentation to support our strategy of knowing our member better than anyone and use the information in a way that drives the relationship deeper. Follows all rules and regulations to ensure compliance with FINRA or other professional licensure requirements, policies, firms, and state and local laws.
Uncovers sales opportunities by turning service inquiries into sales leads within own business segment and/or to support other product by providing a sales lead. Educates customers to ensure understanding of tax implications, penalties/surrender charges, death benefit protection, lifetime income, capital preservation, and/or benefits pertaining to the contract.
Analyzes problems to determine proper course of action, striving for first time final resolution. When necessary, leverage team of specialists?? model and internal partners to resolve escalated issues.
Is proficient with multiple technology systems and programs to provide a great experience for our customer. Utilizes virtual technology and social media to enhance customer, financial advisor, and agent experience. Can easily navigate within they system to provide correct data and information to our investment professionals and member base.
Working hours: 8:00 AM - 5:00 PM
Minimum of 1 year experience in customer service sales related occupations
HS Diploma or Equivalent
Customer Service Experience
Proficient MS Office
If you are interested in this role, please apply to this job posting and email your resume to email@example.com with email subject line "DES MOINES".
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