Customer Service Consultant

Job Overview

Establishes with clients by researching, analyzing and resolving service requests and complaints. Effectively answers questions related to existing contracts and products providing accurate, detailed and complete information. Works with minimal supervision and is empowered to make an established range of decisions; escalating issues to the team lead or manager when necessary. Is expected to utilize critical thinking skills to resolves issues and de-escalate client interactions, escalating to manager when appropriate. Performs duties as determined by CRC leadership based on workload and assigned resources.

Responsibilities

What you will do :

• Reviews, researches and / or analyzes necessary policy data in order to resolve client inquiries or concerns via telephone, written correspondence, email or online chat.
• Answer / respond to client inquiries or concerns via telephone, written correspondence, email or online chat. Gathers, researches and analyzes policy information to provide accurate information to each client.
• Provides professional and courteous service, making independent decisions regarding client requests and resolving client concerns, recognizing the need to escalate situations to management as necessary.
• Conduct outbound calls to follow up on previous client concerns to ensure issues are resolved accurately and timely.
• Manage status requests and resolve questions that do not require assistance from a licensed representative.
• Analyze and service assigned products within the Western & Southern Life portfolio.
• Makes independent decisions regarding customer requests, and processes policy transactions on administrative systems as necessary.
• Maintains accurate information and documentation in Salesforce Customer First Platform.
• Utilize multiple administration systems to service clients.
• Develop and maintain positive working relationships with internal and external clients.
• Process all work requests received from various departments within established service levels.
• Process credit card payments and accurately record credit card information received from customers.
• Retrieves and records voice mail messages and refers to appropriate associate to process.
• Gather requested information and completes any forms necessary to comply with client requets for service.
• Make outbound calls to prospective clients to conducate a Personal History Interview (PHI).
• Identify system or procedural problems and recommend improvements to benefit clients or associates.
• Performs other duties as assigned
• Complies with all policies and standards

Qualifications

Work Setting / Position Demands :

Travel Requirements :