Customer Service Representative - Rose International : Job Details

Customer Service Representative

Rose International

Job Location : Grandview Heights,OH, USA

Posted on : 2024-09-15T12:34:08Z

Job Description :

Start Date 10/14/2024

Duration: 12+ months

Hybrid Work Schedule

Note: This role answers inbound calls for the Annuities Group.

Training- 6 weeks

Initial training period is 6 weeks

Hybrid: 3 days in the office and 2 days at home.

Training weeks 1st - 5th weeks, Monday-Friday hours are 9:00 AM-5:30 PM EST.

Week 6 Flexible Hours Monday - Friday 8:00 AM-8:00 PM EST.

Schedule After Training

Hybrid. 3 days in the office and 2 days at home.

Also after the training period, it will be a variable schedule and the shift could be any time between 8:00 AM and 8:00 PM EST, Monday – Friday and can change from week to week.

Class starts 10/14/24.

Job Profile Summary:

As a Representative, you'll provide extraordinary care to our members, partners, plan sponsors and investment professionals.

You will understand high-level product/plan and regulatory requirements to analyze and resolve general account, plan fees or plan inquiry questions will be key to success.

Additionally, you'll effectively interpret and articulate Client marketing strategies when communicating with customers.

Key Responsibilities:

  • Receives and responds to incoming calls from investment professionals, plan sponsors and members on a variety of topics. Understands the different product suites, including current line-up and products no longer sold that still require servicing.

  • Responsible for interpreting and applying all changes and enhancements to new and old products, based on the daily change communications. Identifies the question(s) behind the question to proactively offer consultative expertise and uncover the unstated need.

  • Maintains a record of the conversations and follows a process of documentation to support our strategy of knowing our member better than anyone and use the information in a way that drives the relationship deeper.

  • Follows all rules and regulations to ensure compliance with FINRA or other professional licensure requirements, Client policies, firms, plan documents and state and local laws.

  • Educates customers to ensure understanding of tax implications, penalties/surrender charges, death benefit protection, lifetime income, capital preservation and/or benefits pertaining to the plan/contract.

  • Analyzes problems to determine proper course of action, striving for first time final resolution. When necessary, works with internal partners to resolve escalated issues. Integrates lean methodology into daily interactions through problem-solving meetings and team huddles.

  • Develops and grows through monthly individual meetings with leadership to set in place a career path strategy. Setting goals and expectations to achieve success in the role as well as future opportunities. May perform other duties as assigned.

    Education:

    Associate's Degree Minimum.

    Undergraduate degree in finance, business administration, insurance, economics, communications preferred.

    License/Certification/Designation:

    ChFC, CLU, other industry designations desirable FINRA series 6 and/or 26 licenses preferred and may be required based on assigned product/line-of-business or distribution system.

    Experience:

    Two years of experience in customer service, sales related occupations.

    Knowledge, Skills and Ability:

    Knowledge of various insurance products and the sales process.

    Solid understanding of the state and local laws necessary to understand the legal implications of certain product features in different states.

    Understands the consequences of not following the FINRA rules and regulations.

    Excellent verbal and written communication skills to effectively communicate with others.

    Proficiency with computers and common office software.

    Ability to understand general aspects of plan/contract and utilizes technology to enhance conversations with customers.

    Other criteria, including leadership skills, competencies and experiences may take precedence.

    • **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

    • **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**

    • Benefits:

    For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.

    California Pay Equity:

    For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.

    Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

    If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.

    Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).

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