Bilingual Customer Service Representative

Hispanic Chamber of Columbus; Columbus (OH); On-site; USD 42,000 - 60,000; Full time

Job summary

Hispanic Chamber of Columbus is seeking a Representative to provide exceptional service to members, partners and investment professionals. You will learn high-level product and regulatory requirements to analyze and resolve account questions and plan inquiries.

Receive calls from investment professionals, plan sponsors and members; stay updated on current and legacy products; ensure compliance with FINRA rules and state laws; and document conversations to strengthen member relationships.

Qualifications

• 1 year of customer-facing experience in retail, hospitality, or related fields.
• Ability to understand product suites and regulatory requirements.
• Strong problem-solving and communication skills.

Responsibilities

• Receive and respond to incoming calls from investment professionals, plan sponsors and members on a variety of topics.
• Understand different product suites, including current line-up and legacy products.
• Interpret changes and enhancements to products based on change communications.
• Identify underlying questions and offer consultative expertise.
• Maintain records of conversations and document to support client strategy.
• Follow rules and regulations to ensure compliance with FINRA and applicable laws.
• Educate customers on tax implications, penalties, and plan benefits.
• Analyze problems to determine best action and resolve escalations with internal partners.
• Apply lean methodology in daily interactions through meetings and huddles.
• Develop career path through monthly meetings with leadership.
• Set goals and expectations for success now and future opportunities.

Skills

Customer service

Communication

Regulatory compliance

Job description

As a Representative, you’ll provide extraordinary care to the client’s members, partners, plan sponsors and investment professionals. The key to success is understanding high-level product/plan and regulatory requirements to analyze and resolve general account, plan fees or plan inquiry questions. Additionally, you’ll effectively interpret and articulate the client’s marketing strategies when communicating with customers.

• Receive and respond to incoming calls from investment professionals, plan sponsors and members on a variety of topics.
• Understand 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.
• Identify the question(s) behind the question to proactively offer consultative expertise and uncover the unstated need.
• Maintain a record of conversations and follow a process of documentation to support the client’s strategy of knowing the member better than anyone and use the information in a way that drives the relationship deeper.
• Follow all rules and regulations to ensure compliance with FINRA or other professional licensure requirements, the client’s policies, firms, plan documents and state and local laws.
• Educate 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.
• Analyze problems to determine proper course of action, striving for first-time final resolution. When necessary, work with internal partners to resolve escalated issues.
• Integrate lean methodology into daily interactions through problem-solving meetings and team huddles.
• Develop and grow through monthly individual meetings with leadership to set in place a career path strategy.
• Set goals and expectations to achieve success in the role as well as future opportunities.

What We\'re Looking For

Someone with one year of customer-facing experience including experience in retail, hospitality, restaurant, etc...