Customer Service Analyst

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Respond to incoming calls and chat inquiries from clients and agents.

• Assess incoming requests through phone, written correspondence, and electronic means.

• Address challenging inquiries and resolve issues effectively.

• Convey intricate information and solutions to customers.

• De-escalate situations involving dissatisfied customers.

• Update, track, and document customer account information in databases and CRM systems.

• Develop a comprehensive understanding of annuity products, their features, IRS tax qualifications, and requirements.

• Serve as a liaison between customers and internal departments.

• Clarify calculations related to interest, fees, and death benefits, along with the potential implications of customer requests.

• Analyze and interpret contractual language, features, and terms.

• Acquire knowledge of Power of Attorney, trusts, estates, custodians, and IRS tax forms.

• Adhere to company policies and regulatory standards.

• Manage priorities and multitask effectively in a fast-paced, high-volume setting.

• Execute both financial and non-financial transactions.

• Investigate complex issues or complaints with collaboration across departments.

• Identify and suggest process enhancements and organizational initiatives.

• Perform additional duties as required.

⛳️ Requirements

• Minimum of a high school diploma or equivalent.

• At least 2 years of relevant customer service experience.

• Outstanding verbal communication abilities.

• Keen attention to detail.

• Capability to multitask effectively.

• Availability to work Monday–Thursday from 10:00 AM to 7:00 PM EST and Friday from 8:00 AM to 5:00 PM EST.

• Proficient computer skills.

• Possession of Series 6 Licensure at the time of hire or the ability to obtain it within a specified period.

🏝️ Benefits

• Training provided for daily responsibilities.

• Access to subject matter expert assistance following training.

• Opportunities for future growth.

• One-on-one focused meetings with your manager.

• Continuous opportunities for personal development and learning.

• Career advancement in a culture that motivates, rewards, and develops employees.

• Competitive salary packages.

• Incentive and bonus opportunities available.

• Comprehensive Total Rewards benefits offerings.