Client Care Analyst Test 3

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

Job summary

Sagicor Life Insurance Company in Scottsdale, AZ seeks a Client Care Analyst to handle a high volume of inbound calls and other client contacts. You will need strong listening, written and verbal communication, and the ability to resolve routine client issues while maintaining professional, accurate documentation.

Ideal candidates have 1–2 years of life insurance experience, a college degree or equivalent, and may hold or pursue LOMA designations. Bilingual English/Spanish a plus.

Qualifications

• Experience with Contact/Call center methodology and practice 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, complete LOMA 281 & LOMA 291 within 9 months.
• Effective problem solving, ability to work under pressure and advocate for resolution.
• Excellent verbal and written communication and strong telephone etiquette.
• Strong team player with professional demeanor; adherence to scheduling is critical.
• Multi-tasking across multiple systems while communicating with clients via phone, web, or email.
• Proficient in email, internet, Word, and Excel; bilingual in English and Spanish a plus.

Responsibilities

• Effectively handle a minimum of 150 inbound calls per week and other client contacts as needed.
• Display passion for helping external and internal clients, producers and their representatives.
• Resolve simple to moderate client transaction requests or issues with ownership.
• Maintain accurate call documentation and reports in required systems.
• Develop understanding of administration systems supporting Care Center functions.
• Participate in ongoing training to improve knowledge and skills.
• Log into all applicable systems daily and be ready to accept first call at start time.

Skills

Strong listening

Analytical skills

Verbal communication

Written communication

Team player

Multitasking

Customer service orientation

Education

College degree or equivalent

Tools

MS 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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