Global Atlantic is a leading provider of retirement security and investment solutions. The Customer Service Specialist will be responsible for processing insurance support phone calls, providing excellent customer service, and resolving inquiries related to annuity products.
Responsibilities
- Understands insurance products, procedures, and system capabilities
- Responds to inbound calls providing excellent customer service
- Documents telephone conversations and written communication into a computer database or tracking system maintaining accurate corresponding hard copy files where applicable
- Receives and resolves telephone inquiries from parties of the contract within service standards
- Identify, communicate, and proactively work to solve problems or issues
- Accurately answer all consumer/customer questions regarding all Global Atlantic products and accurately articulate features, advantages, and benefits and understanding the variances by State
- Investigates client request or complaints utilizing system and contract provisions to provide resolution within established administrative and compliance guidelines
- Focuses on Global Atlantic’s long-term success by building strong (internal and external) customer relationships
- Responsible for reporting to work at the start of scheduled shift and must be comfortable with having all calls recorded for quality assurance
- Main contact for assigned sales representatives, accounts, and states
- Provides a broad range of technical and operational support to clients and agents
- Knowledgeable in using reporting tools and using good judgment when supplying reports to external customer and ensuring no breach in privacy
- Participation in team meetings and other cross functional groups is expected
- This person is knowledgeable in commission triggers by product, commission payment and chargeback by product and distribution channel
- Provides other duties as assigned by management
Skills
- Bachelor's degree or equivalent work experience
- 1+ years' experience in customer service
- Strong PC and Software skills, especially Microsoft Office products
- Insurance industry knowledge is a plus
- Proven ability to grasp new products, concepts, and procedures
- Understanding of the industry, sales process, and distribution channel
- Strong attention to detail with excellent organizational skills
- Great interpersonal and team skills required
- Strong written and oral communication skills
- Excellent phone presence and presentation
- Ability to maintain positive attitude and composure in dealing with difficult situations
- Demonstrated flexibility with schedules and time management
Benefits
- $500 sign-on bonus
- All IT equipment provided
- Hybrid work schedule after training period (M -TH in office)
- Free lunch and parking
- Referral bonuses
- Eligible for annual bonus and eqity
- Comfortable workspaces and game rooms
- 12 days annual PTO plus 5 sick days, 11 holidays, and volunteer time off
- Health Insurance
- Training & career advancement
- 401(k) match and equity opportunities
- Tuition, adoption, and lifestyle reimbursement
Company Overview
Global Atlantic is helping individuals and families think ahead for financial security. It was founded in 2004, and is headquartered in Atlanta, Georgia, USA, with a workforce of 1001-5000 employees. Its website is https://www.globalatlantic.com/.
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