Senior New Business Customer Contact Representative – Insurance Industry Expertise

At arenaflex, we're committed to delivering exceptional customer experiences that exceed expectations. As a Senior New Business Customer Contact Representative, you'll play a vital role in managing a large volume of inbound calls, providing accurate information to phone inquiries regarding Life and Annuity new business. This is an exciting opportunity to join our team of dedicated professionals who are passionate about making a difference in the lives of our customers.

About arenaflex

arenaflex is a leading provider of annuity and life insurance products, dedicated to helping individuals and families achieve financial security and peace of mind. With a rich history dating back to 1959, we've built a reputation for excellence, innovation, and customer-centricity. Our team is comprised of talented individuals who share a common goal: to make a positive impact on our customers' lives.

Job Summary

As a Senior New Business Customer Contact Representative, you'll be responsible for:

• Managing a large volume of inbound calls in a timely manner, providing accurate information to phone inquiries regarding Life and Annuity new business
• Assisting New Business Customer Contact Center Representatives I and II in research, review, and resolution of complex customer issues
• Handling inquiries in the best interest of the customer and company
• Providing quality service and support to a variety of areas, including Financial Advisors, Policy Holders, and Internal Business Partners
• Acting as a peer mentor to new hires and less tenured representatives
• Performing administrative tasks and duties as assigned
• Serving as a back-up in team lead's absence, handling queue monitoring and more escalated situations

Key Responsibilities

* Professionally handle incoming calls and ensure that inquiries and issues are resolved promptly, thoroughly, and efficiently

• Research and document call reason and resolution, with focus on privacy regulations, processes, and procedures
• Handle complex customer issues and escalations
• Provide quality service and support to a variety of areas, including Financial Advisors, Policy Holders, and Internal Business Partners
• Act as a peer mentor to new hires and less tenured representatives
• Perform administrative tasks and duties as assigned
• Serve as a back-up in team lead's absence, handling queue monitoring and more escalated situations

Experience and Education Requirements

* High School degree

• 3+ years of experience in customer service or call center, preferably in the insurance or financial services industry with focus on customer service, documentation, and/or processing

Knowledge, Skills & Abilities

* Demonstrates a high-level understanding of how arenaflex is structured and the products/service offerings within respective coverage area

• Maintains effectiveness in a changing internal environment, such as assignment to a new role or functional group
• Handles customer questions and concerns in a timely and professional manner
• Demonstrates an awareness of workloads, assists team members regardless of who owns the task
• Displays a strong skillset to frame messages to audiences appropriately with limited coaching and guidance
• Displays expert awareness of new techniques, methods, and practices
• Demonstrates a high-level awareness and understanding of digital techniques, methods, and tools used at arenaflex
• Interacts with customers appropriately on an as-needed basis
• Handles complex cases towards resolution
• Asks thoughtful questions to understand business objectives or desired outcomes
• Displays an ability to work through customer situations independently
• Demonstrates ability to self-organize, set priorities, and manage workload
• Demonstrates a high-level understanding of how current job fits into the organizational vision
• Demonstrates a heightened awareness of workload and shares updates on availability with manager
• Understands and actively works to improve basic processes and systems
• Understands advanced data concepts
• Accepts and owns assigned project tasks; understands impact within the team or organization
• Understands expectations for interaction with vendors
• Contributes to deliverables by executing work and providing team members with appropriate status updates
• Demonstrates risk awareness and understands risk mitigation strategies

Other Requirements

* Perform other functions, duties, and projects as assigned

• Regular and punctual attendance
• Some travel may be required (less than 10%)

Work Environments

At arenaflex, we believe in an employee-centric flexible environment, which is why we offer the ability for in-office, hybrid, and remote work arrangements. During the hiring process, you'll work with your leader to decide what works best for your role.

About arenaflex Culture

arenaflex is a national Top Workplace, an Iowa Top Workplace, and a proud equal opportunity employer. We believe that by embracing our values of empowerment, collaboration, dynamism, and authenticity, we will continue to build and strengthen the company while continuing to be a great place to work.

Benefits and Perks

* Competitive salary and benefits package

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Flexible work arrangements
• Recognition and rewards for outstanding performance
• Access to cutting-edge technology and tools
• Comprehensive training and development programs
• Opportunities for advancement and leadership development

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion. Notice for all Applicants who are California residents under the California Privacy Rights Act Please click [insert link] to review the policy.

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