Client Service Advocate

Jackson; Lansing (MI); On-site; USD 42,000 - 49,000; Full time

Benefits offered by this job

Annual bonus

Merit programs

Paid time off

Holidays

401(k) contributions

Promotional opportunities

Job summary

Jackson in Lansing, MI is hiring a Customer Service Associate to provide world-class support to business partners, customers, and internal teams. You will respond to questions about product features, benefits and administrative requirements, and perform account maintenance changes.

You will document interactions, escalate issues when needed, and work across multiple applications. This role requires a high-volume, accuracy-focused environment and a commitment to excellent service.

Qualifications

• High school diploma or equivalent; 1+ year customer service experience.
• FINRA Series 6 license required within 90 days of hire; strongly preferred for other lines within 6 months.
• Ability to learn and understand features and administrative requirements for assigned product lines.
• Excellent verbal and written communication skills.

Responsibilities

• Answer incoming calls from partners, customers and internal associates regarding Jackson accounts on multiple lines of business.
• Explain product features, benefits and account status; assist with transfers of assets from other financial firms.
• Document interactions and adhere to good order requirements; follow processes and procedures.
• Escalate issues for resolution as necessary and follow up with customers.

Skills

Customer service

Communication skills

Active listening

Multi-tasking

Teamwork

Independence

Education

High school diploma or equivalent

Some college or degree preferred

Tools

CRM systems

Mainframe applications

Email systems

Job description

Job Purpose

Provides world-class customer service and support to business partners, customers, internal associates and other financial firms by responding to questions regarding product features, benefits and administrative requirements. Responsible for documentation, performing account maintenance changes and resolving basic issues.

Essential Job Duties & Responsibilities

• Answers incoming telephone calls from our business partners, customers and internal associates regarding new or existing Jackson accounts on one or more lines of business (e.g. new business or enforce aspects on one or more trained product lines).

• Responds to questions regarding product features, benefits, account status and transfers of assets from other financial firms.

• Effectively communicates administrative “good order” requirements, processes and procedures.

• Documents interactions with customer contacts received and initiated.

• Utilizes multiple technology-based applications simultaneously.

• Identifies and resolves basic customer service issues; escalates issues for resolution as necessary.

• Drafts and distributes requests to associates or areas using work tracking or email systems.

• Follows up with internal and external customers.

• Demonstrates strong customer service.

Other Duties

• Must meet departmental production and quality standards related to product and job levels (i.e., average daily call volume, average call handle time, target quality scores, adherence to documentation/standards, etc.).

• Other duties as assigned.

Knowledge, Skills & Abilities

• Ability to learn and understand features and administrative requirements for assigned product lines.

• Ability to acquire understanding of Jackson’s multiple product lines, distribution channels and organizational structure.

• Good verbal and written communication skills to interact professionally with business partners, customers, coworkers and management.

• Ability to actively listen, interpret customer requests and respond with the appropriate information.

• Ability to navigate and utilize multiple software and mainframe computer applications simultaneously to resolve customer service issues.

• Ability to work independently as well as in a team environment.

• Ability to effectively manage the demands of a high volume, image based, and phone monitored work environment.

Education and Experience

• High School diploma or equivalent required; some college or degree preferred.

• 1+ years of customer service experience.

Certifications, Licenses, Registrations

• FINRA Series 6 license required for associates servicing variable annuity and/or variable life lines of business, within 90 days of hire.

• FINRA Series 6 license strongly preferred for all other lines of business within 6 months of hire.

Benefits and Compensation

• Hourly pay rate of $22.10

• Promotional consideration (twice annually)

• Annual bonus and merit programs

• Annual paid time off and 10 paid holidays

• 401(k) contributions

Job Level that this position reports to (i.e., Supervisor, Manager, Director, etc.):

Manager

Jackson is proud to be an equal opportunity workplace. The Company subscribes to and endorses federal and state laws and regulations relating to equal employment opportunity for all persons without regard to race, color, religion, gender, age, national origin, legally-recognized disability, marital status, legally-protected medical condition, citizenship, ancestry, height, weight, sexual orientation, veteran status, or any other factor not related to the needs of the job. The Company is committed to a policy of equal opportunity. Company facilities and campuses are tobacco-free environments.