Bilingual Customer Service Representative

As a Representative, you’ll provide extraordinary care to the client’s members, partners, plan sponsors and investment professionals. The key to success is understanding high-level product/plan and regulatory requirements to analyze and resolve general account, plan fees or plan inquiry questions. Additionally, you’ll effectively interpret and articulate the client’s marketing strategies when communicating with customers. Receive and respond to incoming calls from investment professionals, plan sponsors and members on a variety of topics. Understand the different product suites, including current line-up and products no longer sold that still require servicing. Responsible for interpreting and applying all changes and enhancements to new and old products based on the daily change communications. Identify the question(s) behind the question to proactively offer consultative expertise and uncover the unstated need. Maintain a record of conversations and follow a process of documentation to support the client’s strategy of knowing the member better than anyone and use the information in a way that drives the relationship deeper. Follow all rules and regulations to ensure compliance with FINRA or other professional licensure requirements, the client’s policies, firms, plan documents and state and local laws. Educate customers to ensure understanding of tax implications, penalties/surrender charges, death benefit protection, lifetime income, capital preservation and/or benefits pertaining to the plan/contract. Analyze problems to determine proper course of action, striving for first-time final resolution. When necessary, work with internal partners to resolve escalated issues. Integrate lean methodology into daily interactions through problem-solving meetings and team huddles. Develop and grow through monthly individual meetings with leadership to set in place a career path strategy. Set goals and expectations to achieve success in the role as well as future opportunities. What We\'re Looking For Someone with one year of customer-facing experience including experience in retail, hospitality, restaurant, etc... #J-18808-Ljbffr Hispanic Chamber of Columbus