APL Customer Service Rep - Moderate

americanfidelity; Flowood (MS); On-site; USD 40,000 - 60,000; Full time

Job summary

American Fidelity in Flowood, MS is seeking a customer service professional to provide moderate to complex service to internal and external customers, including employer groups, Account Managers, Brokers, and policyholders. You will resolve inquiries with accuracy and timely handling, following business procedures and insurance laws.

You will document interactions, act as a resource to colleagues, participate in LEAN and special projects, and contribute to a professional, change-ready team.

Qualifications

• Excellent customer service skills.
• Advanced keyboard skills.
• Strong math skills.
• Strong analytical skills.
• Advanced communication skills.
• Strong business writing skills.
• Advanced interpersonal skills.
• Advanced coordination and collaboration skills.
• Professional attire and demeanor.
• Knowledge of IRS Code S125 rules and regulations.
• Knowledge of qualified retirement accounts.
• Knowledge of Windows-based software.
• Ability to work in a high-volume, fast-paced production environment.
• Prompt and accurate with work products.
• Openness to change.

Responsibilities

• Provide moderate to complex service to internal and external customers.
• Resolve moderate to complex inquiries with accuracy and timely handling.
• Document inquiries and actions in the appropriate system.
• Serve as a resource for teammates and leadership on specialized topics.
• Participate in LEAN teams and special projects as requested.

Skills

Excellent Customer Service Skills

Advanced keyboard skills

Strong math skills

Strong analytical skills

Advanced communication skills

Strong business writing skills

Advanced interpersonal skills

Advanced coordination andcollaboration

Professional attire and demeanor

IRS Code S125 rules knowledge

Retirement account knowledge

Windows-based software knowledge

High-volume production experience

Prompt and accurate work

Change readiness

Tools

CRM systems

Microsoft Office

Job description

Provides moderate to complex service to internal and external Customers, which may include employer groups, Account Managers, Brokers, employee/participant Customers, and/or individual policyholders, utilizing superb verbal and written communication skills; resolves moderate to complex Customer inquiries and completes moderate to complex Customer service requests with specific attention to detail, accuracy and timely handling in accordance with the business units operating practices, administrative procedures, and applicable regulatory and insurance laws.

Handles moderate to complex work assignments, working independently with minimal guidance, and determines accurate application of existing processes and procedures. Utilizes experience and expertise in specific processing areas in order to handle assigned work tasks within established turnaround times, ensures Customer data is handled securely while meeting or exceeding the Customers needs in a timely and effective manner. This position may require the effective use of bilingual skills (verbal and/or written) at least 50 percent of the time.

Accurately & concisely documents Customer inquiries, including escalated Customer inquiries, and actions taken within the appropriate system. Acts as a resource for less experienced Colleagues by providing guidance to team members, fellow company Colleagues, which may include Account Managers, consultants and Brokers, in specific areas of expertise; willingly steps in to provide leadership and accurate information while exhibiting a positive attitude centered around mutual Colleague and Customer respect. Attends training and serves a team member on LEAN teams and special project teams when requested.

Technical Skills and Requirements

• Excellent Customer Service Skills
• Advanced keyboard skills
• Strong math skills
• Strong analytical skills
• Advanced communication skills
• Strong business writing skills
• Advanced interpersonal skills
• Advanced coordination and collaboration skills
• Exceptional professional attire and demeanor
• Strong knowledge of IRS Code S125 rules and regulations
• Qualified retirement account knowledge
• Strong Windows-based softward knowledge
• Advanced ability to work in a high volume, quick paced production environment
• Known and demonstrated ability to be prompt and accurate with work product
• Strong ability to change and demonstrated openness to change