*Work from Home Customer Service/CSR/ Call Center | Fully Remote*

Title: Customer Service/Solutions Center Representative

Location: 118700 North Hayden Road Scottsdale, AZ, 85255

Duration: 12 months (possible extension)

Working Hours: 8 hrs. per day || 40 hrs. in a week

Tentative Start Date: May 31st, 2022

Pay Rate: $19/hr. on w2

Fully Work from Home

Note: Training is a total of 5 weeks, Monday-Friday 10:00-5:00 EST.

Job Profile Summary: 

• As a Representative, you’ll provide extraordinary care to our members, partners, plan sponsors and investment professionals. 
• You will understand high-level product/plan and regulatory requirements to analyze and resolve general account, plan fees or plan inquiry questions will be key to success. 
• Additionally, you’ll effectively interpret and articulate client's marketing strategies when communicating with customers.

Key Responsibilities: 

• Receives and responds to incoming calls from investment professionals, plan sponsors and members on a variety of topics. 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 the daily change communications. 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, company's policies, firms, plan documents and state and local laws. 
• Educates customers to ensure understanding of tax implications, penalties/surrender charges, death benefit protection, lifetime income, capital preservation and/or benefits pertaining to the plan/contract. 
• Analyzes problems to determine proper course of action, striving for first time final resolution. When necessary, works with internal partners to resolve escalated issues. Integrates lean methodology into daily interactions through problem-solving meetings and team huddles. 
• Develops and grows through monthly individual meetings with leadership to set in place a career path strategy. Setting goals and expectations to achieve success in the role as well as future opportunities. May perform other duties as assigned.

Education: 

• High school diploma or equivalent required. Undergraduate degree in finance, business administration, insurance, economics, communications preferred.

License/Certification/Designation: 

• ChFC, CLU, other industry designations desirable FINRA series 6 and/or 26 licenses preferred and may be required based on assigned product/line-of-business or distribution system.

Experience: 

• One year of experience in customer service, sales related occupations.

Knowledge, Skills and Ability: 

• Knowledge of various insurance products and the sales process. 
• Solid understanding of the state and local laws necessary to understand the legal implications of certain product features in different states. 
• Understands the consequences of not following the FINRA rules and regulations. Excellent verbal and written communication skills to effectively communicate with others. Proficiency with computers and common office software. 
• Ability to understand general aspects of plan/contract and utilizes technology to enhance conversations with customers. 
• Other criteria, including leadership skills, competencies and experiences may take precedence.