Customer Service Representative II

#LI-Hybrid

Overview

Responds to a wide range of phone and email inquiries with detailed knowledge of the Order's insurance, annuity product offerings and fraternal organization utilizing all information systems data as appropriate and within guidelines. At all times, maintains professional, courteous and positive image to reflect positively on the Order's image and business operations. Assist supervisors with training new Customer Service Representatives and resolves escalated calls. Colleagues as the CSR II level will be expected to perform daily tasks at a high level (Production and Quality ratings should exceed the targeted norms). In addition, colleagues at this level should expect to provide peer training support, participate in departmental meetings and partner with Insurance Ops peers to provide a seamless customer service experience for agents/policyowners. All colleagues at this level should be proactive in increasing their knowledge base and pursue a greater understanding of Insurance Operations within the organization. Sample career path CSR III, WFM, Team Leader

Core Responsibilities

• Greets callers in a positive and professional manner, verifies security information such as but not limited to; agent id, ssn, dob, address and phone number
• Engages caller, asks probing questions, to determine the nature of the call and responds to the reason for the call. Uses KofC admin systems to search for the information needed to answer the callers inquiry ad provide the appropriate response. Responds to general and detailed questions from policyholders and field force on all products offered by and serviced by KofC as appropriate and within guidelines.
• Assists supervisors with training new Customer Service Coordinators in the use of the online systems and other sources for accessing data, and on life insurance, ownership rights, technical policy changes, cash values, accounting and taxation and other matters that may be the subject of inquiries.
• Actively seeks to understand new updates/procedures when placed in One Note. Asks questions to help understand digest the data to eliminate repeat inquiries.
• Resolves escalated issues. Responds to general and detailed questions from policyholders and field force on all products and services offered by the KofC.
• 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 natures of email inquires, analyzes the issues and either responds or directs to the proper department. Serves as a liaison between KofC website and its departments.
• Performs other customer service related duties as requested by supervisor.
• Routinely reads departmental communications, product updates and other tools to stay current with organizational developments.

Skills Qualifications

Required:

• In depth knowledge of life insurance and annuity products in particular with emphasis on Orders product offerings, ownership rights, taxation
• Understanding of the Membership and Fraternal areas to determine nature of call and respond or forward.
• Ability to successfully work in a multifaceted environment providing support to members, Field Agents and General Agents
• Complete familiarity with online information system and procedures regarding dissemination of information and product administration.
• Solid oral and written communication skills
• Must be customer service oriented; enjoy working in a high-volume contact center Preferred:
• Conflict resolution; diplomacy
• Must be able to multitask and enjoy working in a vibrant/change environment
• Bilingual English/Spanish or English/French

Education

• BS or BA degree in related field or relevant work experience.
• 4-6 years related work experience working with life insurance products and/or direct customer contact or equivalent combination of training and experience along with 1+ year tenure as a CSR I colleague at KofC.

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 $49,200 - $76,200.

Authorization to work in the United States is required.

This position is not eligible for visa sponsorship.

Physical Demands