Customer Service Advocate
Job Title: Policy Holder Service Advocate
Reports to: Manager of Policy Holder Services
Job Type: Full-Time
FLSA status: Non-Exempt
Position Summary:
A Customer Service Advocate requires a broad understanding and knowledge of ELCO’s products and services. This team member builds and maintains superior customer relationships by understanding and assessing the specific needs and customizing service to meet those expectations. of our policy owners, producers, and internal staff. The person in this position will provide exceptional customer service and support to agents, policyholders, co-workers and other financial firms by processing their requests in a timely manner and responding to their inquiries, questions and/or concerns related to our life insurance and annuity products.
Job Responsibilities:
- To review, analyze, and answer requests by phone, fax or email, from both internal and external customers (ie. policyholders, agents, & co-workers)
- Interpret policyholder’s needs to affect the desired changes such as but not limited to change of beneficiary, address or ownership
- Process all types of service requests for our life and annuity products, including, but not limited to, policy changes, withdrawals and surrender requests while maintaining a high level of accuracy
- Stay current with our new life and annuity products, in order to provide excellent and accurate service
- Review daily reports
- Participate in staff meetings by providing feedback, ideas, and suggestions necessary for our continued pursuit of excellent customer service
- Stay abreast of and adhere to ELCO processes and procedures, industry changes, federal and state legislation and regulations
- Assists in peer development
- Other duties may be assigned to meet business needs.
Success Factors:
- Ability to manage time, organize priorities and multitask with daily interruptions
- Can identify and resolve problems in a timely manner and gathers and analyzes information skillfully
- A personable and professional phone demeanor with the ability to ask questions and listen carefully not only to what is said but to discern what is intended
- Self-motivated, strong work ethic, positive attitude and ability to adapt to change
- Can express yourself clearly, precisely and professionally both verbally and in writing
- Attention to detail is crucial
- Is adaptable to changes in the work environment and can manage competing demands
- Patience to handle difficult clients and resolve complex issues
- Willingness to volunteer for different roles and projects, as needed
- Flexible and adaptable to rapidly changing priorities and ability to handle confidential information appropriately
- Ability to take direction and provide feedback
Qualifications:
- High school diploma (or equivalent) required
- Demonstrated experience in navigating through complex computer systems (internal computer systems as well as Microsoft Office) with minimal assistance
- Customer Service experience in the Financial Services industry, preferred
- Call Center Experience, preferred
- Must be punctual, highly responsible and customer focused
Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
*Physical demands: Constant use of both hands, arms reaching handling/ grasping/fingering while keyboarding, using phone, calculator, and other office equipment, writing instructions, filing and performing other administrative duties. Employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
*Work Environment: The noise level in the work environment is usually minimal.
Benefits:
- Competitive Pay
- Company contributions towards employee and dependent health, dental and life insurance plans
- Paid time off
- 401(k) Contribution
- Tuition Assistance
- Potential for Remote Work Opportunities
- 37-hour work week-Monday thru Thursday 8:00-4:30, Friday 8:00-1:00
Job Type: Full-time
Pay: $20.00 - $23.50 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
- Work from home
Experience:
- corporate customer service: 2 years (Required)
Ability to Commute:
- Lake Bluff, IL 60044 (Required)
Work Location: In person
