Customer Service Representative

Req ID: R0048412The position is described below. If you want to apply, click the Apply button at the top or bottom of this page. You'll be required to create an account or sign in to an existing one.Need Help?If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email toAccessibilityor call 877-891-2510 (accommodation requests only; other inquiries won't receive a response).Regular or Temporary:RegularLanguage Fluency: English (Required)Work Shift:1st shift (United States of America)Please review the following job description:Proactive response to AXA Advisor’s inquiries for in-force policies regarding status and activity. Ensuring optimal, prompt and accurate response and service is delivered to AXA Advisor at all times. Providing AXA Advisor with case status on pending variable agent of record changes and broker/dealer transfers. Process incoming requests for in-force policies and proactive communication and status updates to AXA Advisors on status. Maintain ongoing positive working relationships with carrier representatives to facilitate problem resolution on in-force business. Maintain current and working knowledge of multiple carrier in-force and conversion guidelines. Able to handle most calls and transactions independently, works with supervisor for direction and/or guidance on more complex request. Ability to follow instructions independently, create professional and comprehensive correspondence/memos to carriers and agents. Support the necessity of changes in work environment and help guide morale in a positive direction among peers. Gain positive working relationships with carrier representatives to facilitate problems resolution on in-force business.Essential Duties and Responsibilities:Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.Handle incoming agent/carrier inquiries via phone calls, faxes, emails, including the complex types of calls, for in-force policies, variable agent of record changes, broker/dealer transfers and term conversions.

Process all assigned in-force policy service request, work orders, conversions, agent of record changes and broker/dealer transfers. Quality- provide input and utilize department created techniques. Accuracy of entering and processing service requests, inquiries, term conversions and agent of record changes. Provide accurate information to your customers by consistently following department procedure

Creating physical files and data entry of new cases entered into appropriate systems.

Documentation at a level that is necessary for you and your co-workers to accurately process requests, which includes the accuracy and which includes the appropriate amount of detail entry. Preparedness-Review of notes i.e: reading previously documented notes entered by teammate, co-worker, etc

Handle internal/external inquiries or problems via Customer Service phone loop, email, fax in a professional manger and by meeting established service standards. Analyze problems thoroughly, think outside of the box, determining appropriate course of action and validate with supervisor as appropriate

Establish working knowledge of multiple carrier in-force and conversion guidelines.

Gain positive working relationships with carrier representatives to facilitate problems resolution on in-force business.

Providing back up coverage to assigned teammates in their absence and adhering to service standard and timeframes. Check customer service voicemail and customer service email box at designated times.

Prioritizing and processing all assigned service requests. Service Standards - adhere to department standards, process all received request (mail, phone calls, emails and faxes) on in-force policies, and follows ups according to established department procedures in a timely manner. Prioritize work flow (i.e. service requests) including efficiently managing desk, commitment and accomplish objectives accurately and on time. Results produced are relative to that expected for the time invested.

Applying best practices and implement suggested recommendations shared by fellow teammates and Supervisor

Communicating with AXA Advisor’s on a regular basis to provide direction, guidance and status of services requests, variable agent of record changes, broker/dealer transfers and term conversions.

Analyze problems thoroughly, think outside of the box, determining appropriate course of action and validate with supervisor as appropriate. Able to handle most calls and transactions independently. Know when to seek guidance and direction from team or Supervisor for situations that fall outside of the normal processing or fall outside of established procedures. Recognize potential problems and elevate to supervisor promptly.

Training and Development - actively participate and utilize information from company sponsored training programs. Retain learned lessons from e-learning courses/weekly meeting discussions and apply to responsibilities.

Seek self-development and learning opportunities, which enhance current position and allow for advancement and growth. Proactively participate in weekly departmental Customer Service meetings. Generate innovative ideas, approaches, and solutions to create or expand upon to reference or resources for teammates and financial advisors (AXN website, procedures, etc.).

Teamwork/Communication - Demonstrate positive, motivated behavior and provide support as well as accepts guidance from fellow co-workers and management.

Gain cooperation and work effectively with others to produce desired results. Foster cooperation and teamwork.

Modified individual objectives and desires to support the efforts of the team. Exhibit flexibility and adaptability

Required Skills and Competencies:The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.High School diploma with a minimum of one-year experience, preferably in insurance industry.

Passing LOMA 1 is a plus, but not a requirement.

Efficient PC keyboarding skills in Windows-based applications.

Ability to read and interpret documents such as carrier forms, agent information, and procedure manuals.

Organizational and analytical skills.

Strong, positive verbal and written communication skills.

Must possess strong problem solving skills and be able to solve problems with little or no assistance.

Must be able to interpret a variety of detailed instructions furnished in written, oral, diagram or schedule form.

Detail oriented and strives for accuracy

Must have sense of urgency and be able to prioritize workload in an efficient manner.

Individual must demonstrate strong role model skills and be able to prioritize workflow as changes occur throughout the day.

Truist supports a diverse workforce and is an Equal Opportunity Employer who does not discriminate against individuals on the basis of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Drug Free Workplace.Thank you for your interest in Truist! BB&T and SunTrust have come together in a transformational merger of equals to create Truist, the premier financial organization in the country. You may notice references to our legacy company names, BB&T and SunTrust, in places throughout this site. All such references should be understood to refer to Truist moving forward while we continue to transition to the Truist name.EEO is the Law Pay Transparency Nondiscrimination Provision E-Verify© 2017 SunTrust Banks, Inc. All rights reserved.SunTrust is federally registered service marks of SunTrust Banks, Inc.