Senior Representative

Hybrid role requiring in-office presence 3 days per quarter; must be within 50 miles of Dallas, TX, Tampa, FL, or Cleveland, Ohio.

About the Role

In-Force Service is seeking a high-energy, self-motivated individual to join the Variable Annuity Call Center team. This role serves as a key point of contact for agents and policy owners, delivering high-quality service in a fast-paced, highly regulated environment. The ideal candidate is a proactive problem solver who can think critically, take initiative, and ensure timely, accurate handling of service requests while adhering to compliance and quality standards. This individual will also contribute to continuous improvement efforts that enhance team efficiency and the overall customer experience. A comprehensive training program will equip you to assist clients with exceptional service.

Responsibilities

• Deliver personalized service to policy owners and agents through inbound calls, including handling Variable Annuity inquiries, resolving issues, and processing requests.
• Assess customer needs and make informed decisions using knowledge of products, systems, and regulatory guidelines.
• Review and process in-force transactions with speed, accuracy, and adherence to compliance standards.
• Compose clear and accurate correspondence for agents and clients.
• De-escalate complex or sensitive situations to achieve effective, mutually beneficial resolutions.
• Collaborate with team members to meet departmental goals and maintain service standards.
• Serve as a subject matter expert on projects requiring research, analysis, and problem-solving.
• Continuously build knowledge and skills to handle increasingly complex transactions and improve service delivery.

Requirements

• High School Diploma or GED.
• FINRA Series 6 or 7 license.
• Excellent verbal, written, and listening skills.
• Strong interpersonal skills.
• Proficient PC skills, including Word, Excel, PowerPoint, and navigating websites.

Preferred Qualifications

• Associate’s or Bachelor’s degree.
• 2+ years of experience in a customer service environment.
• Demonstrated success in creating positive experiences for customers.
• Strong technical and analytical skills, including experience running, manipulating, and interpreting reporting data.

Pay

Salary range: $46,500–$66,500. Actual base salary will be determined based on experience, skills, qualifications, and job location. Employees are eligible for an annual discretionary bonus and may participate in an incentive program. This role is overtime eligible (nonexempt) and discretionary bonus eligible, but not sales bonus eligible.

This role requires FINRA-licensed and/or FINRA Associated Person pre-hire fingerprinting.

Benefits

Comprehensive benefits package includes:

• Leave programs.
• Adoption assistance.
• Student loan repayment programs.