The Customer Service Representative’s purpose is to handle or properly direct inbound calls, research and resolve issues, reviewing financial transactions and to accurately respond to inquiries in a timely and professional manner.

Duties/Responsibilities[The following reflects duties for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time for business reasons.]

• Handle inquiries professionally, accurately and completely primarily over the phone while establishing and maintaining a high level of customer service.

• Use various internal systems, web-based software and other available tools to provide the most accurate and up to date information to internal and external customer base.

• Research and respond to outstanding items, errors, application and contract discrepancies, and processing delays

• Process all service requests for policyholders

• Provide the most accurate and up to date information and/or follow proper procedure to route the call or request when necessary. Follow up as needed.

• Maintain excellent working knowledge of company policy and procedures.

• Defuse difficult calls and escalate when necessary.

• Complete, concise and opinion free documentation of calls when applicable.

• Adhere to established CCC Quality Standards while maintaining an acceptable quality standard.

Qualifications

• Previous Call Center experience preferred.

• Working knowledge of Annuities, Non-Qualified, IRA, Roth IRA and SEP IRA plan types are preferred.

• Understanding of IRS rules and regulations pertaining to retirement plans and annuities is preferred.

• Written, verbal and interpersonal skills required for daily interaction with internal and external customers.

Knowledge, Skills, and Abilities

• Organizational skills and ability to multitask and prioritize in a fast-paced work environment while adapting to change in both the environment and workflows.

• Accurate data entry capabilities with minimal errors.

• Working knowledge of Microsoft Office products.

• Proven ability to maintain good working relationships with coworkers, internal, and external customers, as well as the ability to defuse irate callers and resolve difficult calls.

• Must maintain acceptable attendance and demonstrate the ability to function as a reliable member of operations.

Job Type: Full-time

Pay: Up to $22.00 per hour

Shift:

• 8 hour shift

Work Location: One location

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