Part-Time Customer Service Associate (Northern Kentucky University Student Only)

Customer Service Associate

The Customer Service Associate position is a part-time position that rotates job duties based on business needs that are largely driven by volume increases (seasonal and predicted) and demand. The individual in this position will key and process data in administrative systems and will conduct outbound telephone calls to insurance applicants to collect data requested by the underwriter. The individual may also take inbound calls or make outbound calls from/to our customers.

Responsibilities

What you will do:

• Keying data into administrative systems and other peripheral systems, following prescribed steps with some degree of variation but typically accomplished by following written procedures.
• Processing new business applications.
• Responsible for following business process rules and state specific rules that are documented.
• Identifies when application is not-in-good-order and takes appropriate steps to remediate.
• Authorizes issuance of in-good-order applications, including application of premium and determination of contract effective date.
• Preparing illustrations associated with approved life insurance applications.
• Preparing illustration using data entry points that match the approved application.
• Completing business processes to support licensing and appointment of producers including data entry, quality checks, training checks and license verification.
• Keying service transactions into administrative systems or peripheral systems.
• This could include address changes, ownership changes, and disbursement requests as examples.
• Transactions are keyed following documented procedures.
• Errors or unexpected results must be identified and escalated to manager.
• Answering telephone calls from current customers and agents regarding policy status information and instructions to initiate a change or transaction.
• This includes caller verification following documented business process and providing information that is documented and does not require independent decision making.
• Making outbound calls to insurance applicants and following script to ask questions and record responses verbatim.
• This includes but is not limited to personal history interviews that are conducted as part of the life insurance underwriting process.
• Expectation is to ask questions verbatim in a professional and concise manner and must record responses accurately and verbatim.
• Making outbound calls to existing customers for non-sales purposes.
• This could include verifying/confirming information, obtaining instructions regarding an in house service request, and premium due reminders as examples.
• Indexing documents in imaging workflow system to accurately identify the document type.
• Follows procedural documents to enter data such as policy number, customer name, source of business, form type, and other key identifiers.
• Performs other duties as assigned
• Complies with all policies and standards

Qualifications

• High school diploma or GED; actively enrolled at NKU. (Required)
• Ability to consistently work scheduled shifts of 15-20 hours per week. (Required)
• Demonstrated flexibility and ability to easily shift from one business function to another as required.
• Excellent verbal communication skills.
• Keyboarding skills with attention to detail and high accuracy.
• Ability to follow documented procedures and execute transactions according to steps identified with low need for assistance.
• Ability to identify when documented procedures fail or produce unexpected results and escalate to supervisor accordingly.

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.

Travel Requirements:

• None