Summary of Responsibilities:

Builds client relationships by researching, analyzing and resolving service requests and complaints. Reviews client account for the purposes of conservation and potential cross-sell opportunities. Conducts conservation efforts to retain clients business. Ensures compliance regulations are met. Maintains comprehensive knowledge to fully service clients. Required to meet or exceed established performance objectives. Works with some supervision; is expected to utilize critical thinking skills to resolve issues, overcome objections and de-escalate client interactions. Escalates to Team Lead or Manager when appropriate.

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Position Responsibilities:

• Reviews, researches and/or analyzes necessary policy data in order to resolve client inquiries or concerns via telephone, written correspondence, email or online chat.

• Provides professional and courteous service, including diffusing escalated clients to resolve concerns; completes service requests within departmental service levels.

• Proactively seeks resolution to client issues; uses solid judgment in recognizing the need to escalate situations to management.

• Provides analysis and service for all products within the Western & Southern Life portfolio.

• Makes independent decisions regarding customer requests, and processes policy transactions on administrative systems as necessary.

• Maintains accurate information and documentation in Salesforce Customer First Platform.

• Required to utilize multiple administration systems to service clients.

• Proactively conducts outbound calls to follow up on previous client concerns to ensure issues were resolved accurately and timely.

• Analyzes client trends to identify and mitigate risk to the Enterprise, including, but not limited to, anti-money laundering, privacy concerns, premium financing and unethical practices.

• Requires developing and maintaining comprehensive knowledge of state regulations, required forms, policy details, processes, current and discontinued products, etc.

• Develops and maintains positive working relationships with internal and external clients.

• Identifies cross-selling opportunities and utilizes tailored approaches to secure sales leads.

• Proactively conducts conservation efforts to retain business.

• Processes all work requests received through Imaging from various departments within established service levels.

• Identifies system or procedural problems and recommends improvements to benefit clients or home office associates.

• Services walk-in clients to the Home Office.

• Performs other duties as assigned by management.

Selection Criteria:

• Proven experience handling and effectively resolving client problems. Must provide examples of strong customer service skills.

• Must cite examples of experience working in a demanding environment with heavy volume and multiple tasks.

• Previous contact center experience not required but preferred.

• Proven experience being held to and meeting or exceeding job-related performance metrics.

• Demonstrated experience maintaining a calm and professional demeanor when handling demanding situations.

• Demonstrated excellent verbal and written communication skills with ability to convey information to internal and external clients in a clear, focused and concise manner while following proper rules of punctuation, diction and style. Ability to prepare professional correspondence.

• Proven experience coordinating assignments simultaneously and completing assigned tasks accurately and on a timely basis.

• Demonstrated experience identifying problems arising from client relations issues and policy/procedure changes, etc., and providing effective recommendations to resolve.

• Demonstrated strong attention to detail with excellent organizational skills. Cite examples of organization and time management methods used to manage or prioritize workload demands.

• Proven strong analytical skills, including demonstrated experience identifying and quantifying problems, and providing effective resolutions.

• Demonstrated experience working effectively within a team.

• Demonstrated ability to apply learnings to future decision (progressive decision-making).

• Must provide examples from working experience of going above and beyond the call of duty to assist team members.

• Proven experience effectively articulating information to clients in a patient and understanding manner while managing multiple tasks.

• Must provide examples from work experience demonstrating flexibility to meet department and client needs.

• Demonstrated efficiency in navigating through multiple computer system applications.

Work Setting:

• This position 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.

• Position requires substantial movement of wrist, hands and fingers for continuous computer work.

Educational Requirements:

• High school diploma/GED.

• Some college work preferred.

Computer Skills and Knowledge of Hardware & Software Required:

• Working knowledge of word processing and spreadsheet applications.

Certifications & Licenses (i.e., Life and Health, CPA, etc.):

• None required.

Position Demands:

• Extended hours required during peak workloads.

• Shift work (to include evenings or weekends) may be required.