Customer Service Representative I

#LI-Hybrid

Overview

The Customer Service Representative I position is a dynamic Contact Center position focused on the servicing of inbound telecom/email requests from both Agents and Members of KofC. Contact Center Representatives will handle complex inquiries involving Insurance and Annuity products along with Membership/Fraternal transactions. The successful CSR I will be able to thrive in a high volume - changing service environment. At all times, maintains professional, courteous and positive image to reflect positively on the Order's image and business operations. Colleagues focus on building day-to-day working knowledge of all position specific operating systems, product offerings, roles of each Insurance Ops departments, and the role of Knights of Columbus within the Insurance Industry. As part of a pro-active service team, CSR I Reps will focus on First Call Resolution (FCR), seek to limit hold time for callers and approach all calls with enthusiasm and empathy - with a focus on fact-based handling of inquiries. New colleagues will work with their Coach/Supervisor on how to control the flow of each call, when to escalate, document calls effectively and facilitate to partner business units when the situation warrants. Colleagues will receive direct feedback on 10-15 specific calls as part of their monthly QA Assessment. Productivity will be gauged at 50% within first three months and colleagues will be expected to be fully productive by month six. These expectations will be clearly communicated along with the methodology used to gauge productivity. Annual performance is focused on Call Production, Quality Assurance, Schedule Adherence and overall teamwork. Colleagues receive feedback monthly and also participate in a mid year review.

Core Responsibilities

• Greets callers in a positive and professional manner; verifies security information such as but not limited to: agent id, social security #, dob, address and phone numbers.
• Engages caller, asks probing questions, to determine nature of the call and responds to the reason for the call. Use KofC administrative systems to search for the information needed to answer the callers inquiry and provide the appropriate response. Responds to general and detailed questions from policyholders and field force on life insurance, ownership rights, cash values, accounting and taxation, tax sheltered/non tax sheltered annuities (FPA, SPA, Vantage) and SPIA, settlement options and fraternal rules as appropriate and within guidelines.
• Follows procedures for release of specific policyholder information; assesses customer and field force needs for Home Office assistance. Forwards standard or special action requests to appropriate department to comply with callers request for written correspondence.
• Reviews and determines nature of email inquiries, analyzes the issue and responds appropriately or directs the inquiry to the proper department. Serves as liaison between KofCs website and appropriate departments.
• Routinely reviews departmental communications, product updates and other tools to stay current with organizational developments.
• Performs other customer-service related duties as requested by supervisor.

Skills Qualifications

• Experience providing outstanding customer service by showcasing expertise, fostering trust, and growing customer satisfaction
• An effective communicator who understands the importance of listening, being empathetic, and remaining professional in a conversational manner
• Solid written communication skills
• Ability to work and grow in a fast-paced, high-volume call center environment
• Willingness to learn new skills and ability to adjust to changes quickly
• Open to feedback to support your performance and development
• Solid computer and multi-tasking skills
• Ability to speak French Canadian or Spanish is a plus but not required. 

Education

• High school diploma or equivalent required; college degree or currently pursuing preferred

Compensation

The wage range for this role takes into account a broad array of factors that are considered in making compensation decisions, including but not limited to: skill sets; experience and training; licensure and certifications; and other business and organizational needs.  The range below applies as long as the work is performed in Connecticut; the Knights of Columbus reserves the right to adjust the wage range if the position is performed in another location.  At the Knights of Columbus, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $41,000-63,500.

Physical Demands

Authorization to work in the United States is required.