Global Atlantic is a leading provider of retirement security and investment solutions. They are seeking a Customer Service Specialist to handle inbound customer service calls, resolve inquiries, and provide support for annuity customers while maintaining excellent service standards.
Responsibilities
- Understands insurance products, procedures, and system capabilities
- Responds to inbound calls providing excellent customer service
- Documents telephone conversations and written communication into a computer database or tracking system maintaining accurate corresponding hard copy files where applicable
- Receives and resolves telephone inquiries from parties of the contract within service standards
- Identify, communicate, and proactively work to solve problems or issues
- Accurately answer all consumer/customer questions regarding all Global Atlantic products and accurately articulate features, advantages, and benefits and understanding the variances by State
- Investigates client request or complaints utilizing system and contract provisions to provide resolution within established administrative and compliance guidelines
- Focuses on Global Atlantic’s long-term success by building strong (internal and external) customer relationships
- Responsible for reporting to work at the start of scheduled shift and must be comfortable with having all calls recorded for quality assurance
- Main contact for assigned sales representatives, accounts, and states
- Provides a broad range of technical and operational support to clients and agents
- Knowledgeable in using reporting tools and using good judgment when supplying reports to external customer and ensuring no breach in privacy
- Participation in team meetings and other cross functional groups is expected
- This person is knowledgeable in commission triggers by product, commission payment and chargeback by product and distribution channel
- Provides other duties as assigned by management
Skills
- Bachelor's degree or equivalent work experience
- 1+ years' experience in customer service
- Strong PC and Software skills, especially Microsoft Office products
- Insurance industry knowledge is a plus
- Proven ability to grasp new products, concepts, and procedures
- Understanding of the industry, sales process, and distribution channel
- Strong attention to detail with excellent organizational skills
- Great interpersonal and team skills required
- Strong written and oral communication skills
- Excellent phone presence and presentation
- Ability to maintain positive attitude and composure in dealing with difficult situations
- Demonstrated flexibility with schedules and time management
Benefits
- $500 sign-on bonus
- All IT equipment provided
- Hybrid work schedule after training period (M -TH in office)
- Free lunch and parking
- Referral bonuses
- Eligible for annual bonus
- Comfortable workspaces and game rooms
- 12 days annual PTO plus 5 days sick time, 11 holidays and volunteer time off
- Free health insurance - employee & children levels based on salary band
- Training & career advancement
- 401(k) match and equity opportunities
- Tuition, adoption, and lifestyle reimbursement
Company Overview
Global Atlantic is helping individuals and families think ahead for financial security. It was founded in 2004, and is headquartered in Atlanta, Georgia, USA, with a workforce of 1001-5000 employees. Its website is https://www.globalatlantic.com/.
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