New Business Customer Contact Representative 1

This position is responsible for managing a large volume of inbound calls in a timely manner, providing accurate information to phone inquiries regarding Life and Annuity New business. This position has no supervisory responsibilities.

Duties and Responsibilities

• Professionally handle incoming calls and ensure that inquiries and issues are resolved promptly, thoroughly and efficiently. Efficiently research and document call reason and resolution, with focus on privacy regulations, processes and procedures.
• Handle inquiries in the best interest of the customer and company.
• Provide quality service and support to a variety of areas including but not limited to Financial Advisors, Policy Holders, and Internal Business Partners.
• Some administrative tasks/duties.

Experience and Education Requirements

• High School Diploma
• 0-1 years of experience working in a Contact Center, sales support team and/or other previous industry experience preferred.

Knowledge, Skills & Abilities

• Demonstrates basic understanding of how F&G is structured and the products/service offerings within respective coverage area.
• Maintains effectiveness in a changing internal environment, such as assignment to a new role or functional group.
• Handles customer questions and concerns in a timely and professional manner.
• Displays solid communication skills for dealing with day-to-day issues.
• Demonstrates an awareness of workloads, assists team members regardless of who owns the task.
• Begins to develop skillset to frame message to audience appropriately with coaching and guidance.
• Develops awareness of new techniques, methods, and practices.
• Demonstrates basic awareness and understanding of digital techniques, methods, and tools used at F&G.
• Interacts with customers appropriately on an as-needed basis.
• Asks thoughtful questions to understand business objectives or desired outcomes.
• Demonstrates ability to self-organize, set priorities, and manage workload.
• Demonstrates basic understanding of how current job fits into the organizational vision.
• Demonstrates awareness of workload and shares updates on availability with manager.
• Understands and works to improve basic processes and systems.
• Understands basic data concepts.
• Accepts and owns assigned project tasks; understands impact within the team or organization.
• Understands expectations for interaction with vendors.
• Contributes to deliverables by executing work and providing team members with appropriate status updates.
• Demonstrates risk awareness and understands risk mitigation strategies.

Other Requirements:

• Perform other functions, duties and projects, as assigned.
• Regular and punctual attendance.
• Some travel may be required (less than 10%).

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