Customer Service - C Representative at American Fidelity Assurance

Oklahoma City, Oklahoma, United States -

Full Time

Start Date

Immediate

Expiry Date

04 Jul, 26

Salary

0.0

Posted On

05 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer service, Math skills, Analytical skills, Verbal communication, Written communication, Interpersonal skills, Coordination, Collaboration, Leadership, Multi-tasking, Problem solving, Mentoring, Attention to detail, Time management, Bilingual skills

Industry

Insurance

Description

‎ Provide complex service to internal and external Customers, which may include employer groups, Account Managers, Brokers, employee/participant Customers, and/or individual policyholder, utilizing excellent verbal and written communication skills; resolves the most complex Customer inquiries and completes the most complex Customer service requests independently, with specific attention to detail, accuracy and timely handling in accordance with the business units operating practices and administrative procedures. Interprets and accurately applies regulatory and insurance laws as necessary based on complex Customer inquiries and/or service requests. *Handle the most complex work assignments, works independently and serves as a mentor / guide to other Customer service Colleagues. Determines the correct process or procedure to utilize within existing procedures, ensures Customer data is handled accurately and securely; works autonomously, and with other Colleagues, to establish new processes and procedures needed to ensure Customer requests and Customer data are handled timely, accurately and in a manner which exceeds Customer expectations. This position may require the effective use of bilingual skills (verbal and/or written) at least 50 percent of the time. *Take appropriate action to handle escalated Customer situations for routine, moderate, complex and the most complex issues to ensure the Customer is served in a manner which meets or exceeds their expectations. Typically acts as a lead, may coordinate the work of other team or department Colleagues in an effort to support the Team Lead or Department Manager. Exhibits expertise in a variety of work processes and procedures developed through a combination of job-related training, and considerable on the job experience. Anticipates patterns with regards to Customer service and Colleague processes; looks beyond the immediate problem to wider implications and generates new, innovative solutions, to complex problems or Customer issues. Attends training, including leadership training, often serves as the go to Colleague for LEAN and special project teams. Technical Skills and Requirements Excellent Customer Service Skills Excellent math skills Excellent analytical skills Advanced communication skills Excellent writing skills Advanced interpersonal skills Advanced coordination and collaboration skills Exceptional professional attire and demeanor Strong knowledge of Qualified retirement accounts Strong knowledge of Universal Life, Dynamic Life, Security General Life, Single Deposit Life Annuity, Ordinary Life, and Variable and Fixed Annuity products Proven ability to work in a high volume, quick paced production environment Known and demonstrated ability to be prompt and accurate with work product Proven ability to change and demonstrated openness to change Strong leadership skills Proven ability to multi-task and achieve stated goals May require excellent knowledge of IRS Code S125 rules and regulations May require COBRA / EBA knowledge and/or certification May require proven bilingual skills (verbal and/or written communications) ‎ #AFC Corporate Careers | Sales Careers | Internships | APL American Fidelity is a certified Great Place to Work for All! No matter where you work in the organization, you have a chance to make a difference. Our culture focuses on helping Colleagues to be their best! We work hard to make a difference to our Customers and community, focus on teamwork and collaboration and always offer a different perspective - a different opinion. We want to meet you! Share your information directly with our American Fidelity recruiting team and join our talent pipeline! American Fidelity specializes in the education, public sector, automotive and healthcare industries with products like group and individual life, health and annuity services as well as other financial security products and services. We’re focused on offering a different opinion to our Customers – making things easier for them by providing benefits administration and education. For our policyholders, we help provide financial security through our benefit offerings, which provide coverage for some of life’s worst events – cancer, accidents, critical illnesses, death and more – and for some of life’s best – childbirth, retirement and more. Learn more about us!

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Responsibilities

The representative will handle complex customer inquiries and service requests while acting as a mentor and lead for other team members. They will independently determine processes, ensure data security, and resolve escalated issues to meet or exceed customer expectations.