Customer Service Specialist - Life

What You Can Expect In This Role Provide accurate and timely commissions/contracting related support to agents and business partners by responding to inquiries through various communication channels while delivering "Best in Class" Customer Service. Process requests timely with a high level of quality. Support management and team members by resolving escalated issues to ensure completion. Provide guidance to team and other business partners. What You'll Do In This Role Answer a variety of front line/agent facing related requests for all companies while handling with relevancy and accuracy during peak volumes of work in a fast paced, time-sensitive environment. Develop and maintain a comprehensive knowledge base of Agency Services including but not limited to: agent set-up and New Business requirements, agent contracting requirements/regulations, product level commissions calculations, bonus structures and new business requirements/regulations. Ability to learn and manage tasks across various platforms and systems. Meet the required department service standards on a consistent basis. (i.e. individual productivity, processing quality, turnaround time, etc.) Maintain multiple job functions such as e-mails, notating files and standard processing in multiple systems while being flexible between high and low business volumes. Maintain assigned job functions related to Agency Services transactions including but not limited to: agent contracting set-up, updates to agent information and contracts, annualization and EFT, manage reports, research complex scenarios/inquiries, tax reporting, agent adjustments and agent bonuses. Responsible for responding to internal/external business partners and third parties in verbal and written communication using a professional, articulate manner and friendly approach. Properly document all action steps and relevant detailed information in system pertaining to processing inquiries. Acquire general working knowledge of each department's job function and all designated service level agreements to manage end user expectations. Identify, communicate and proactively work to solve problems or issues before a service breakdown or complaint occurs. Work in partnership with distribution partners and internal departments to resolve agent contracting and commission issues and drive customer satisfaction. Report escalated issues to senior specialist and/or leadership and log incidents as necessary. Demonstrate accountability to ensure necessary corrections are made to resolve problems or complaints. Navigate and provide direction to agents to access information via external websites and troubleshoot website display errors. Assist management with determining and implementing efficient workflow methods. Provide trends and feedback to department leadership to be shared with division and senior leadership, as received through communications with agents. Openly discuss concerns within the area and/or team and provide ideas for improvement. Look for ways to improve a process and/or procedure and openly discuss your thoughts. Acquire and maintain working knowledge of company products. This includes staying familiar with the most up-to-date changes to procedures as well as completing any required training courses. Drive personal development by independently initiating development opportunities and continued learning. Promote teamwork by supporting team members and sharing knowledge; provide feedback and coaching ideas for peer mentoring and personal development. Participate in regular team meetings and training sessions. Commitment to embrace Sammons Financial Group Companies shared values (Accountability, Connection, Openness, Respect and Integrity). As stated within the Company Attendance and Punctuality policy, regular attendance is required and expected in order to meet the business service levels and workflow demands. Other duties as assigned. What We're Looking For Bachelor's Degree Preferred Comprehensive knowledge of all major departmental functions and related systems Good understanding of the insurance industry including applicable laws and reporting requirements Ability to communicate effectively and tactfully with internal and external business partners Strong interpersonal skills include respect, patience, approachability, flexibility and ability to handle interruptions and multiple tasks on a daily basis Knowledge of and ability to maneuver through multiple information screens High degree of decision making ability using tact and good judgment Demonstrate professionalism and an aptitude for problem resolution Strong organizational skills Strong problem solving skills Ability to work efficiently and independently or in a team environment Able to adapt to frequent change Other Requirements Criminal background check required. Salary Range Information USD $35,085.00 - USD $65,785.00 /Yr. Range includes data points from multiple labor markets. Specific range is dependent on the labor market where the incumbent will be hired to perform the position. Starting salary is dependent on candidate qualifications and experience. For a narrower salary range specific to your labor market, please inquire. What you can expect when you join Sammons Financial Group Comprehensive health coverage for you and your family, including Medical, Dental, Vision, HSA & FSA options, and term life insurance. Competitive compensation with a performance-based incentive program tied to clear goals and individual and/or company success. Invest in your future with our 100% company-funded Employee Stock Ownership Plan (ESOP), plus automatic enrollment in our 401(k). Work–life balance that means something. Friday afternoons off year-round, generous paid time off, and paid holidays. Commit to your growth with paid development time, tuition reimbursement, and professional development opportunities across industry, individual, and leadership programs. Make an impact beyond the workplace through volunteer time off, and our company nonprofit matching gift program, supporting the causes that matter most to you. An ownership culture that inspires; join a connected, values-driven workplace where employees take accountability, support one another, and are empowered to do their best work—together shaping our future shared success. Work Authorization/Sponsorship At this time, we’re not considering candidates that need any type of immigration sponsorship now or in the future or those needing work authorization for this role (This includes, but is not limited to students on F1-OPT, F1-CPT, J-1, etc.) Additional Information Sammons Financial Group Is An Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other characteristic protected by applicable law. ADA Sammons Financial Group is committed to providing reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. If you need assistance or a reasonable accommodation at any stage of the application or hiring process, including navigating our website or applying for a position, please contact View email address on click.appcast.io or call View phone number on click.appcast.io. E-Verify Sammons Financial Group participates in E-Verify and will provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. Policy for External Search Firms and Agencies Sammons Financial Group maintains an internal Talent Acquisition function and does not accept unsolicited resumes or candidate submissions from search firms, staffing agencies, or other third-party recruiting vendors. Please review our Recruitment Agency Policy for additional information here. #J-18808-Ljbffr Sammons Financial Group Inc.