Solutions Center Rep

Solutions Center Representative

Immediate need for a talented Solutions Center Representative. This is a 12 months with potential for project extension (and/or opportunity to convert to full time with client) opportunity with long-term potential and is located in Grandview Heights, Ohio (Hybrid). Please review the job description below and contact me ASAP if you are interested.

Key Responsibilities:

• Initial training period is 6 weeks from 10:00-6:30 pm EST. Hybrid: 2 days in the office and 3 days at home. Training weeks 1-5 Monday-Friday hours are 10:00-6:30 pm EST. Week 6 Flexible Hours Monday - Friday 8:00-8:00 EST.
• Post Training Schedule is Hybrid. 2 days in the office and 3-days at home. Also, after the training period, it will be a variable schedule and the shift could be any time between 8:00 AM and 8:00 PM EST, Monday Friday and can change from week to week. Class starts 6/1/2026.
• Receives and responds to incoming calls from investment professionals, plan sponsors and members on a variety of topics.
• Understands 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.
• Identifies the question(s) behind the question to proactively offer consultative expertise and uncover the unstated need.
• Maintains a record of the conversations and follows a process of documentation to support our strategy of knowing our member better than anyone and use the information in a way that drives the relationship deeper.
• Follows all rules and regulations to ensure compliance with FINRA or other professional licensure requirements, client policies, firms, plan documents and state and local laws.
• Educates 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.
• Analyzes problems to determine proper course of action, striving for first time final resolution.
• When necessary, works with internal partners to resolve escalated issues.
• Integrates lean methodology into daily interactions through problem-solving meetings and team huddles.
• Develops and grows through monthly individual meetings with leadership to set in place a career path strategy.
• Setting goals and expectations to achieve success in the role as well as future opportunities.
• May perform other duties as assigned.

Key Requirements and Technology Experience:

• Must have skills: Customer service
• Customer support
• One year of experience in customer service, sales related occupations.
• Knowledge, Skills and Ability: Knowledge of various insurance products and the sales process.
• Solid understanding of the state and local laws necessary to understand the legal implications of certain product features in different states.
• Understands the consequences of not following the FINRA rules and regulations.
• Excellent verbal and written communication skills to effectively communicate with others.
• Proficiency with computers and common office software.
• Ability to understand general aspects of plan/contract and utilizes technology to enhance conversations with customers.
• Other criteria, including leadership skills, competencies and experiences, may take precedence.