Vacancy expired!
Job Description
Contact Center Sr. Rep Position Summary: The Enterprise Contact Center provides timely responses to Securian customers, advisors, channel partners, and distributors by telephone, email, and/or chat in an inbound service center, consistent with service and quality standards. The representative will processes customer requests, bills and accounts, and applications for service, maintenance and termination. They will also troubleshoot and resolves customer concerns. Responsibilities include but not limited to: Work on the inbound call center team supporting Group Life insurance Take policy payments, loan transaction, and administrative requests. Provide prompt, courteous, and excellent service to internal and external customers at all times in a fast-paced in-bound call center environment. Problem solve for our claimants, beneficiaries and clients by utilizing your resources, providing information, and processing various customer requests. Thoroughly follow-through after phone calls through notating your phone experience, providing forms to customers by fax and email, and working with our claim examining and servicing teams as needed. Multi-task with several administrative systems while providing service to our customers for claims on products from several divisions of the company. Qualifications: Strong customer service skills Individual should be customer focused, self-motivated, and enjoy working in a busy call center environment while effectively managing high call volumes (approximately 50-75 calls per day). Ability to empathize appropriately with customers experiencing loss, while maintaining professionalism. Ability to manage escalations Strong computer skills with the ablity to navigate multiple windows-based software applications and databases simultaneously. Ability to work quickly and accurately under pressure to resolve complex customer issues. Effective time management skills. Must Have: Ability to navigate multiple windows-based systems at once Basic computer and solid general technical aptitude Nice To Have: CRM Salesforce Salesforce.com