AOE Call Center Analyst

AOE Call Center Analyst

Location: Fort Mill, South Carolina or Tempe, AZ - Hybrid - 3 days onsite, 2 Remote

Duration: 6+ months w/potential to extend and/or convert FTE

Role Overview: This position supports Financial Professionals and their assistants in the purchase of annuities through the Annuity Order Entry platform. The role is part of a specialized customer service team handling a high volume of inbound calls. The Annuity Associate Service Representative will assist with annuity-related inquiries, application processes, and corrections, ensuring timely and accurate issue resolution. This role requires familiarity with standard concepts and procedures within the annuity industry.

Key Responsibilities:

• Handle inbound calls from Financial Advisors, their assistants, and internal service partners.
• Support annuity application processing and resolve issues related to annuity purchases or corrections.
• Provide clear, accurate information on annuity products, policies, and system functionality.
• Follow established schedules and adhere to Customer Service Center Hours of Operation.
• Escalate complex issues when necessary and collaborate with internal teams for resolution.
• Maintain detailed documentation of all interactions and resolutions.
• Maintain knowledge of internal processes and system platforms related to annuities.
• Maintain knowledge of annuity products supported by the Annuity Order Entry system.
• Collaborate with internal business partners to assist with resolving escalations.

Required Qualifications:

• Experience: 2+ years of previous customer service experience.
• Core Competencies: Customer service skills. Strong written and verbal communication skills. Problem-solving and analytical skills. Ability to collaborate with others. Attention to detail. Ability to perform under pressure to meet deadlines.

Preferred Qualifications:

• A bachelor's degree or equivalent is preferred.
• SIE is preferred.
• Financial services or investment services experience.
• Licenses or Certifications: SIE, Series 6 and/or Series 7.
• Proficiency with MS Office, BETA, ClientWorks, ServiceWorks, Nice, Documentum, or Electronic Order Entry systems.