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Customer Experience Associate I
Customer Experience Associate IAmerico Financial Life and Annuity • Kansas City, MO, US
Customer Experience Associate I

Customer Experience Associate I

Americo Financial Life and Annuity • Kansas City, MO, US
[job_card.30_days_ago]
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  • [job_card.full_time]
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Job Description

Job Description

Customer Experience Associate

Job Summary

If you have an interest in people, a desire to learn and want to gain an understanding of the life insurance and annuity industry we may have the role for you. We are currently looking for Customer Experience Associates who are good listeners, have great communication skills and a strong desire to help others. Our Customer Experience Center serves as the primary point of contact for policyholders. This team facilitates activities on behalf of the clients and gains broad insight into Americo and the industry. Our goal is to provide best in class service to our clients via phone calls and emails, while enabling our team to explore Americo’s opportunities.

We offer a formal training program, along with live, in-person and chat support to aide in your success and the customers experience. Specialized industry courses are offered as well as the opportunity to meet with and shadow in other areas.

Come join Americo, we care about our people, our policyholders and our community.

Job specifics :

  • Location : Downtown, Kansas City, MO
  • Schedule : Monday-Friday 8 : 00 am-5 : 00 pm - depending on daily call volumes, representatives may be required to stay later than 5 : 00 pm to answer all calls on hold
  • Compensation : Starting at $21.87 / hour + bonus potential - hourly rate is based on education / knowledge, experience, skills, life insurance knowledge, etc.

What makes a successful Customer Experience Associate?

This position may be perfect for you if you :

  • Have a passion for people and a desire to help others
  • Possess the skills to problem-solve independently
  • Have the ability to be courteous and patient with a positive attitude even when the situation is unpleasant
  • Are comfortable with computers and navigating across multiple applications while on the phone with policyholders
  • Enjoy talking with people! Our representatives take around nine calls an hour and need to communicate clearly and succinctly
  • Enjoy learning new things! During training, our representatives learn about insurance and annuity products, administration systems, and more, and they must retain information and relay it clearly to a customer

    • What does a typical day look like?

  • Customer Experience Associates log into a computer every morning and begin answering incoming calls from our policyholders. This is a high-volume call center where representatives answer back-to-back calls from Americo policyholders asking questions about their life insurance policy or annuity.
  • Our associates are trained to answer various questions from our policyholders, from simple things like, “How do I update my name on my policy?” to more complex questions like “How does my policy accumulate cash value, and can I take money from my policy now?” Representatives simultaneously navigate between multiple computer applications to gather information, answer questions, and explain specific details about the policy to the customer.
  • Associates will also respond to incoming email correspondence, create letters to be mailed, and create requests for other departments when needed.

    • Key Responsibilities

  • Answer phone calls from customers (and sometimes agents) in a timely and professional manner
  • Complete customer service requests; for example, mailing forms, completing financial transactions, and processing address changes
  • Assist customers with email requests for information

    • Knowledge, Skills, and Abilities

  • Excellent phone voice, grammar skills, and a strong desire to help people
  • Typing speed of at least 40 wpm
  • Ability to multi-task while accomplishing work-related items
  • Detail-oriented with a strong sense of urgency
  • Ability to build rapport while facilitating speedy resolution
  • Ability to prioritize work to ensure timely completion of all tasks
  • Ability to operate in a high-energy, ever-changing environment with assistance and direction
  • Independent problem-solving abilities
  • Desire and ability to take ownership of the situation and resolve problems
  • Ability to work in a team environment
  • Bilingual (Spanish) preferred but not required
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