Customer Service Rep

Company: USPro
Location: New Haven
Posted on: January 21, 2023

Job Description:

Customer Service Representative Location: Remote (EST) Duration: Fulltime Job Description: Responds to a wide range of phone and email inquiries inFrench Canadian, providing 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. Responsibilities of Customer Service Representative: Greets callers in a positive and professional manner; verifies caller ID utilizing information systems data as appropriate to release information. Engages caller, asks probing questions, as necessary, to determine the nature of the call and analyzes the issues of concern. Uses the company's online systems to search for and secure the information needed to answer the caller's inquiry and provide the appropriate response. Responds to general and detailed questions from policyholders and field force on life insurance (old and new), 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 caller's request for written correspondence. Reviews and determines nature of email inquiries, analyzes the issues and either responds or directs the inquiry to the proper department. Serves as liaison between the company's website and its departments. Performs other customer service related duties, e.g., if Bilingual in French Canadian/English, translates for other business areas. Routinely reads departmental communications, product updates and other tools to stay current with organizational developments. Performs other customer service related duties as requested by supervisor. Qualifications of Customer Service Representative: Bilingual in English andFrench Canadian Call center experience is very nice to have Must be customer service oriented; effective telephone manner Conflict resolution; diplomacy Must be able to organize work Customer Service manual Microsoft Office, including Word In depth knowledge of life insurance and annuity products in particular with emphasis on Order's product offerings, ownership rights, taxation is nice to have Sufficient understanding of Membership and Fraternal areas to determine nature of call and respond or forward Complete familiarity with online information system and procedures regarding dissemination of information and product administration Exposure to CRM is very nice to have 0-3 years related work experience with life insurance products and/or direct customer contact or equivalent combination of training and experience. BS or BA degree in related field is nice to have Solid oral and written communication skills in two languages USPRO OPN

Keywords: USPro, New Haven , Customer Service Rep, Other , New Haven, Connecticut