Customer Service Consultant

Job Title

Establishes with clients by researching, analyzing and resolving service requests and complaints. Effectively answers questions related to existing contracts and products providing accurate, detailed and complete information. Works with minimal supervision and is empowered to make an established range of decisions; escalating issues to the team lead or manager when necessary. Is expected to utilize critical thinking skills to resolves issues and de-escalate client interactions, escalating to manager when appropriate. Performs duties as determined by CRC leadership based on workload and assigned resources.

Responsibilities

What you will do:

• Reviews, researches and/or analyzes necessary policy data in order to resolve client inquiries or concerns via telephone, written correspondence, email or online chat.
• Answer/respond to client inquiries or concerns via telephone, written correspondence, email or online chat. Gathers, researches and analyzes policy information to provide accurate information to each client.
• Provides professional and courteous service, making independent decisions regarding client requests and resolving client concerns, recognizing the need to escalate situations to management as necessary.
• Conduct outbound calls to follow up on previous client concerns to ensure issues are resolved accurately and timely.
• Manage status requests and resolve questions that do not require assistance from a licensed representative.
• Analyze and service assigned products within the Western & Southern Life portfolio.
• Makes independent decisions regarding customer requests, and processes policy transactions on administrative systems as necessary.
• Maintains accurate information and documentation in Salesforce Customer First Platform.
• Utilize multiple administration systems to service clients.
• Develop and maintain positive working relationships with internal and external clients.
• Process all work requests received from various departments within established service levels.
• Process credit card payments and accurately record credit card information received from customers.
• Retrieves and records voice mail messages and refers to appropriate associate to process.
• Gather requested information and completes any forms necessary to comply with client requets for service.
• Make outbound calls to prospective clients to conduct a Personal History Interview (PHI).
• Identify system or procedural problems and recommend improvements to benefit clients or associates.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• High School Diploma GED. - Required
• Proven experience managing and effectively resolving client issues. - Required
• Demonstrated experience providing excellent service. - Required
• Demonstrated experience working effectively within a team - Required
• Previous contact center experience preferred but not required. - Preferred
• Must provide examples from work experience of maintaining high degree of accuracy associated with high volumes of work and/or multiple duties. - Required
• Must provide examples from work experience demonstrating flexibility to meet department demands. - Required
• Possess and display excellent verbal and written communication skills with ability to convey information to internal and external clients in a clear, focused and concise manner while following proper rules of punctuation, diction and style.
• Ability to prepare correspondence, reports, and forms using a prescribed format. Experience must include strong telephone communication and etiquette skills.
• Demonstrated ability to receive, organize and manage large amounts of diverse information and documentation.
• Must be able to handle confidential information in a discreet manner.
• Working knowledge of word processing applications.

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