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Western & Southern Financial Group · 1 day ago

Customer Service Consultant

Cincinnati, OH

Full-time

Onsite

New Grad, Entry Level

Western & Southern Financial Group is a financial services company seeking a Customer Service Consultant. The role involves establishing relationships with clients by addressing service requests and complaints, providing accurate information about products, and utilizing critical thinking to resolve issues effectively.

Financial ServicesHealth InsuranceInsurance

Responsibilities

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

Retreives 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

Qualification

Client issue resolutionCommunication skillsTeam collaborationContact center experienceWord processing applicationsFlexibilityAttention to detailConfidentiality

Required

High School Diploma GED

Proven experience managing and effectively resolving client issues

Demonstrated experience providing excellent service

Demonstrated experience working effectively within a team

Must provide examples from work experience of maintaining high degree of accuracy associated with high volumes of work and/or multiple duties

Must provide examples from work experience demonstrating flexibility to meet department demands

Possess and display excellent verbal and written communication skills with ability to convey information to internal and external clients in a clear, focused and concise manner while following proper rules of punctuation, diction and style

Ability to prepare correspondence, reports, and forms using a prescribed format. Experience must include strong telephone communication and etiquette skills

Demonstrated ability to receive, organize and manage large amounts of diverse information and documentation

Must be able to handle confidential information in a discreet manner

Working knowledge of word processing applications