FINRA (6/63 or 7/63) Customer Service Representative - REMOTE Nationwide

Primary Duties and Responsibilities

• Delivers a personalized and remarkable experience for our clients by answering their questions, providing servicing options and helping them with their products or services in a call center environment.
• Proficient at resolving inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions in a registered area and is learning to become proficient in complex work.
• Researches and evaluates possible solutions to complex problems that requires identifying root cause and some deviations from procedures.
• Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers.
• Able to de-escalate client experience situations effectively while guiding clients through complex and unique inquiries.
• Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.
• Embraces new technology and serves as an advocate for website and self-service capabilities by educating clients and field.
• Understands risks and impacts that the transaction has on the client or policy.
• Understands how systems connect to processes and outcomes.
• Drives change and embraces continuous improvement by creating processes and provisions to accommodate change.
• Fosters a professional relationship with our clients to enhance brand loyalty.
• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards.
• Adept at shifting work priorities to meet the needs of the business and customer demand.

Qualifications

• Associates degree in business or related field or equivalent combination of education and experience.
• Minimum of 2 years related customer service experience with proven customer service skills.
• Advanced understanding of Investment or Income markets or products (i.e. VA, VL, VUL Retirement or Business markets).
• A basic understanding of tax implications.
• Advanced written and verbal communication skills.
• Ability to multi-task and handle high volume of calls/case load with the greatest possible degree of accuracy.
• Strong organization skills with the ability to prioritize tasks.
• A strong desire to continuously learn and improve.
• Strong problem-solving skills and ability to provide options.
• Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages.