Customer Service Representative

Randstad USA; Scottsdale (AZ); On-site; USD 35,000 - 50,000; Full time

Job summary

A financial services company in Scottsdale, Arizona is seeking a Customer Service Representative. The role involves responding to inquiries from clients and educating them about products. Ideal candidates will have a high school diploma and at least one year of customer service experience. Strong communication skills and knowledge of financial services are preferred. This position offers opportunities for growth and development within the company.

Qualifications

• 1+ year of experience in customer service or sales.
• Excellent verbal and written communication skills.
• Proficiency with computers and office software.

Responsibilities

• Respond to calls from investment professionals and members.
• Educate customers about tax implications and benefits.
• Follow compliance rules and maintain detailed records.

Skills

Customer service experience

Knowledge of insurance products

Communication skills

Education

High school diploma or equivalent

Undergraduate degree in finance or related field

Job description

Overview

As a Representative, you’ll provide extraordinary care to our members, partners, plan sponsors and investment professionals. You will understand 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 marketing strategies when communicating with customers.

Key Responsibilities

• Receives and responds to incoming calls from investment professionals, plan sponsors and members on a variety of topics. Understands 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. Identifies the question(s) behind the question to proactively offer consultative expertise and uncover the unstated need.
• Maintains a record of the conversations and follows a process of documentation to support our strategy of knowing our member better than anyone and use the information in a way that drives the relationship deeper.
• Follows all rules and regulations to ensure compliance with FINRA or other professional licensure requirements, Nationwide policies, firms, plan documents and state and local laws.
• Educates 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.
• Analyzes problems to determine proper course of action, striving for first time final resolution. When necessary, works with internal partners to resolve escalated issues. Integrates lean methodology into daily interactions through problem-solving meetings and team huddles.
• Develops and grows through monthly individual meetings with leadership to set in place a career path strategy.
• Setting goals and expectations to achieve success in the role as well as future opportunities.
• May perform other duties as assigned.

Education

• High school diploma or equivalent required. Undergraduate degree in finance, business administration, insurance, economics, communications preferred.

License/Certification/Designation

• ChFC, CLU, other industry designations desirable FINRA series 6 and/or 26 licenses preferred and may be required based on assigned product/line-of-business or distribution system.

Experience

• One year of experience in customer service, sales related occupations.

Knowledge, Skills and Ability

• Knowledge of various insurance products and the sales process.
• Solid understanding of the state and local laws necessary to understand the legal implications of certain product features in different states.
• Understands the consequences of not following the FINRA rules and regulations.
• Excellent verbal and written communication skills to effectively communicate with others. Proficiency with computers and common office software.
• Ability to understand general aspects of plan/contract and utilizes technology to enhance conversations with customers.
• Other criteria, including leadership skills, competencies and experiences may take precedence.