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CSR/ Customer Service Representative/Call Center
Job Title: CSR/ Customer Service Representative/Call Center
Location: Fully Remote
Duration: Fulltime
We are actively hiring Customer Service Representatives for the Annuities team at Client! As a Customer Service Representative, you will handle customer service inquiries via the telephone and/or email and resolves problems. Use computerized systems for tracking, information gathering, and/or troubleshooting. Maintain quality service by following policies and procedures and reporting needed changes. Contribute to team effort by accomplishing related job duties and achieve the results needed. The successful candidate will leverage effective listening skills, a high level of empathy, an attention to detail, strong intellectual curiosity and an honest desire to make a difference to ensure each customer experience is exceptional. With an understanding of the customers' needs and wants, and a focus on delivering solutions that meet those needs, you will deliver a service experience that exceeds expectations and makes it easy for customers to do business with us.
Responsibilities
- Respond to customers, agents and broker/dealer's requests via telephone or email, providing high quality service for our Brighthouse Annuity customers who have insurance or other financial service products or benefit plans.
- Research and respond to questions regarding status updates, policy provisions of fixed and variable annuities, errors, application & contract discrepancies and processing delays.
- Educate Financial Service Representatives on market requirements, processes, contract provisions and annuity products and the client's website.
- Efficiently process transactions and track responses to ensure completion.
- Enhance and strengthen the relationship between the customer and Brighthouse Finrancial using strong communication skills, keen listening skills and empathy.
- Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customer's inquiry.
- Perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal and high-quality service skills.
- High School Diploma is required
- 1-2 years customer service experience
- An ability to work a shift during the hours of operation of 7:30 AM to 5:30 PM Monday - Friday; must be flexible in regard to overtime & shift worked, which may change based on business needs.
- Must obtain FINRA (formerly NASD) Series 6 license within 90 days of hire
- Outstanding customer service skills and dedication to providing exceptional customer care
- Exceptional listening and analytical skills
- Solid time management skills
- Ability to multitask and successfully operate in a fast paced, team environment
- Must adapt well to change and successfully set and adjust priorities as needed
- Some college experience or a trade or professional certification.
- Insurance or Financial Services industry experience or Product specific experience.
- Prior Call Center experience is preferred.
- A demonstrated ability to quickly learn and continuously develop functional knowledge and an understanding of company products as well as administrative, claims, underwriting and marketing functions.
- A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment.
- Strong computer/keyboard skills as well as solid math, analytical and problem-solving skills.
