Customer Solutions Representative

Solutions Center Representative

Immediate need for a talented Solutions Center Representative. This is a 12 months contract with potential for project extension opportunity with long-term potential and is located in U.S (Remote).

Key Responsibilities:

• Post-Training Schedule
• Week 5: Flexible schedules within a MondayFriday, 9:00 a.m.8:00 p.m. EST window.
• Schedules are established well in advance.
• Candidates within 35 miles of the Scottsdale office follow a hybrid schedule: 2 days onsite, 3 days remote.
• Post-training hours are flexible within a 10:00 a.m.8:00 p.m. EST window, based on business needs.
• Weeks 15: MondayFriday, 10:00 a.m.6:30 p.m. EST (subject to adjustment)
• 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:

• Key Skills; Must have an associate or a bachelor's degree.
• Minimum 2 years of experience in Customer Service.
• High school diploma or equivalent required.
• Undergraduate degree in finance, business administration, insurance, economics, communications preferred.
• License/Certification/Designation: ChFC, CLU, other industry designations desirable FINRA series 6 and/or 26 licenses preferred and may be required based on assigned product/line-of-business or distribution system.
• One year of experience in customer service, sales related occupations.
• 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.