Associate Customer Care Professional-Annuities, Licensed, Remote

About the role

This role isn't on the other end of a complaint line, and escalated callers are rare. Instead, you're empowered to provide a call experience that doesn't rely on a script, and you’ll own it from the first "Hello!" to problem resolution.

Responsibilities

• Build rapport with callers of diverse backgrounds to accurately assess the situation and present potentially complex solutions.
• Navigate multiple systems while engaging callers with clear, concise, and positive language to gather relevant information.
• Focus on quality and first-call resolution, minimizing processing time or after-call work to help more clients reach their desired goals.

Qualifications & Skills

• High school diploma or equivalent experience, post-secondary education is preferred.
• Annuity experience preferred.
• Successfully complete FINRA Series 6 exams within 90 days of hire/transfer for Annuities product.
• Experience navigating complex customer interactions from support through to resolution.
• Ability to welcome change and contribute to continuous improvement in a fast-paced work environment.
• Bilingual in English and Spanish a plus!
• The ability to work remotely: a private, secure, distraction-free work area with reliable power and hard-wired internet connection via ethernet to router/modem. Internet speed minimum requirements: 30 mbps download/10 mbps upload.

Benefits

• Comprehensive medical, vision, and dental coverage (we care about your health).
• 401(k) matching up to 6% & a pension plan (we also care about your future financial well-being beyond a career with us).
• Up to 20 hours of volunteer time off (help the people we serve and the communities we foster).
• Corporate gift matching 1:1 (where you donate, we’ll donate).
• No nights or weekends!
• Additional benefits may include various bonuses, health savings account, flexible spending account, paid time off, sick and safe time, company holidays, volunteer time off, paid parental leave, EAP, well-being benefits, and other employee benefits.

Pay

The role starts at a competitive hourly wage of $23.46. The base pay actually offered will be determined by a variety of factors including, but not limited to, location, relevant experience, skills, and knowledge, business needs, market demand, and other factors.