Client Care Analyst

Sagicor Life Insurance Company; Scottsdale (AZ); On-site; USD 42,000 - 56,000; Full time

Job summary

Sagicor Life Insurance Company is seeking a Client Care Analyst in Scottsdale to handle a high-volume inbound call load and assist clients, producers, and their representatives with routine transactions and inquiries.

You will document calls, learn products, and work across systems to resolve issues while maintaining service quality and adherence to schedules. This role emphasizes strong communication and bilingual English/Spanish capabilities.

Qualifications

• Experience with contact/call center methodologies.
• 1–2 years Life Insurance experience with knowledge of contracts.
• ACS/ALMI/FLMI preferred; if not, complete LOMA 281 & 291 within 9 months.
• Problem solving skills; able to work under pressure and advocate for resolution.
• Excellent verbal and written communication; strong telephone etiquette.
• Bilingual in English and Spanish is a plus.

Responsibilities

• Handle inbound calls and outbound inquiries; respond to emails and web requests.
• Provide accurate information and resolve simple to moderate client issues.
• Document interactions and create clear call notes and reports.
• Understand products and processes; assist clients and producers as needed.
• Follow scheduling, quality, and productivity targets; participate in projects.
• Maintain knowledge of policies, products, and procedures.

Skills

Call center experience

Life Insurance knowledge

Bilingual English/Spanish

Communication skills

Multi-tasking

Education

College degree or equivalent

Tools

Microsoft Office (Word, Excel)

Job description

• Effectively handle a minimum of 150 inbound telephone calls per week. Also handle outbound calls, e-mail, web requests, correspondence and other client contacts as needed.
• Display a passion for helping external and internal clients, producers and their representatives.
• Empowered to make appropriate decisions/take ownership to resolve simple to moderate client transaction requests or issues.
• Display strong listening, interpretation and analytical skills.
• Effective verbal communication with clear diction and moderate temperament. Self-awareness of voice tone. Able to professionally handle both satisfied and moderately disgruntled or impatient clients.
• Strong written communication skills. Produce clear, professional correspondence, call documentation and reports: either written, e-mail or web based.
• Develop a thorough understanding of administration systems as they support Care Center functions, keeping an eye toward improvements that will benefit care of our Clients.
• Participate in ongoing training to improve knowledge base and skills.
• Each day be logged into all applicable systems (phone, GIAS, LSP, ADP, etc) and ready to accept first call of the day at assigned start time. Occupancy rate is consistent with scheduling.
• Develop a thorough understanding of the assigned products. Identify and process the appropriate transactions; and explain these transactions and their requirements to Clients and Producers.
• Maintain current knowledge of corporate policies, products and departmental procedures. Updates will be communicated from management, but maintaining and applying this knowledge is required on the part of the Client Care Analyst.
• Follow contact center best practices as identified and implemented by center management.
• Participate in projects and assist in other duties as requested.
• Maintain departmental goals for quality and productivity.

Qualifications

• Experience with Contact/Call center methodology and practice experience preferred.
• 1 to 2 years Life Insurance experience with in-depth knowledge of life insurance contracts desired.
• ACS, ALMI or FLMI designation preferred. If not, must complete LOMA 281 & LOMA 291 within 9 months of starting position.
• Effective problem solving skills. Very flexible, ability to work under pressure, strong desire to advocate for resolution of client issues.
• Excellent verbal and written communication skills. Strong telephone etiquette and usage skills.
• Strong team player. Ability to maintain positive and professional demeanor in all work activities.
• Adherence to scheduling is critical.
• Strong multi-tasker with ability to maneuver in multiple systems while communicating with clients on the telephone, through our website or in e-mail.
• Ability to effectively utilize e-mail, internet, Microsoft Office products (Word, Excel).
• College degree or equivalent work experience.
• Bilingual in English and Spanish a plus.

Qualifications

Experience

Preferred

2 years:

Life Insurance

Equal Opportunity Employer
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