AOE Call Center Analyst

Location: Fort Mill, South Carolina or Tempe, AZ – Hybrid (3 days onsite, 2 remote)
Duration: 6+ months with potential to extend and/or convert to full-time

About the role

This position supports Financial Professionals and their assistants in the purchase of annuities through the Annuity Order Entry platform. The role is part of a specialized customer service team handling a high volume of inbound calls. The Annuity Associate Service Representative will assist with annuity-related inquiries, application processes, and corrections, ensuring timely and accurate issue resolution. This role requires familiarity with standard concepts and procedures within the annuity industry.

Responsibilities

• Handle inbound calls from Financial Advisors, their assistants, and internal service partners.
• Support annuity application processing and resolve issues related to annuity purchases or corrections.
• Provide clear, accurate information on annuity products, policies, and system functionality.
• Follow established schedules and adhere to Customer Service Center Hours of Operation.
• Escalate complex issues when necessary and collaborate with internal teams for resolution.
• Maintain detailed documentation of all interactions and resolutions.
• Maintain knowledge of internal processes and system platforms related to annuities.
• Maintain knowledge of annuity products supported by the Annuity Order Entry system.
• Collaborate with internal business partners to assist with resolving escalations.

Requirements

• 2+ years of previous customer service experience.
• Strong written and verbal communication skills.
• Problem-solving and analytical skills.
• Ability to collaborate with others.
• Attention to detail.
• Ability to perform under pressure to meet deadlines.

Preferred Qualifications

• Bachelor’s degree or equivalent.
• Securities Industry Essentials (SIE) certification.
• Financial services or investment services experience.
• Licenses or certifications: SIE, Series 6 and/or Series 7.
• Proficiency with MS Office, BETA, ClientWorks, ServiceWorks, Nice, Documentum, or Electronic Order Entry systems.

Benefits

• Medical, dental, vision, life, and disability insurance plans.
• Employee Stock Purchase Program (ESPP).
• 401K program with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program.
• Access to certification prep and a library of technical and leadership courses/books/seminars after 6+ months of tenure.
• Certification discounts and perks for associations including CompTIA and IIBA.
• Dedicated customer service team for consultants and a certified Career Coach.