Experienced Customer Service Analyst (REMOTE - US) – Insurance and Financial Services
At arenaflex, we're committed to taking financial futures above and beyond. As a leading provider of innovative products that fit our customers' unique needs, we're proud to offer a level of strength and stability they can count on for years to come. We're seeking an experienced Customer Service Analyst to join our team of professionals who treat clients like family and help them plan for their financial future.
The Opportunity
As a Customer Service Analyst, you'll provide superior customer service through answering incoming calls and chat messages from both clients and agents. You'll be part of a team that emphasizes treating clients with empathy and understanding, and helping them navigate complex financial decisions. You'll receive comprehensive training to prepare you for your daily tasks, and subject matter experts will be available to assist you with any follow-up questions. This role offers development opportunities and future growth potential, making it an ideal career move for those looking to grow and advance in their careers. The work schedule is Monday - Thursday 10:00 AM - 7:00 PM EST and Friday 8:00 AM - 5:00 PM.
Job Responsibilities
* Develops skills to properly analyze incoming requests via phone, paper, and electronic communications to ensure customer satisfaction and retention.
- Actively seeks information to understand and analyze customer's circumstances, problems, expectations, and needs to resolve difficult inquiries/issues.
- Clearly communicates complex information and solutions to customers in a helpful manner.
- De-escalate situations involving dissatisfied customers utilizing patience, assistance, and support methods.
- Maintains a professional and empathetic demeanor in all interactions.
- Accurately updates, monitors, and notates customer account details of client/agent interactions in multiple databases and CRM systems.
- Builds product knowledge of core annuity business to discuss products and/or product features, IRS tax qualifications, and requirements.
- Acts as a liaison for customers as needed between departments or other aspects of the organization.
- Understands and explains complex topics such as interest, fee, and death benefit calculation and the ability to communicate potential benefits/consequences of customer requests.
- Examines intricate contractual language, features, and terms and interprets in an effective and efficient manner.
- Build understanding of components of frequently encountered entities, such as Power of Attorney, Trusts, Estates, Custodians, as well as IRS tax forms.
- Complies with company and regulatory guidelines for performance.
- Prioritize and multi-task daily functions to positively influence productivity and quality in a fast-paced, high-volume environment.
- Process financial and non-financial transactions in accordance with established procedures.
- Works to consistently meet specified requirements for performance and quality.
- Assists in researching complex issues or complaints which could require interdepartmental cooperation.
- Identify and recommend opportunities for process improvements and organizational initiatives.
- Performs other duties as assigned.
Minimum Qualifications
* At least a high school diploma or equivalent
- At least 2 years of related customer service experience
- Exceptional verbal communication skills
- Strong attention to detail and ability to multi-task efficiently
- Able to work schedule of 10:00 AM - 7:00 PM EST Mondays - Thursdays, and 8:00 AM - 5:00 PM EST Fridays
Ideal Qualifications
* Prior call center experience is a plus, but not required
- Strong computer skills
What to Expect
* Focused one-on-one meetings with your manager
- Ongoing opportunities for development and learning
- Working in a fast-paced environment in our downtown Cincinnati, OH office
- A place to grow your career in a culture that inspires, rewards, and develops employees
- Small company feel with a focus on meeting customer's needs today and also well into the future
Why Join Us
At arenaflex, our collaborative culture is key to our success. It's the reason we're a leading provider of innovative products that fit our customers' unique needs, and it's the reason we'll continue rising to the top tomorrow. A career at arenaflex means you'll contribute to our mission of taking financial futures above and beyond – and you'll be inspired to reach your own goals, too. As a wholly owned subsidiary of arenaflex, we continue to be an employer of choice in the Cincinnati, Ohio community. We welcome all persons to apply, regardless of their background or experience. We're committed to ensuring fair, equitable pay by providing competitive salaries, along with incentive and bonus opportunities for all employees.
Total Compensation Package
Your total compensation package includes a competitive salary, bonus target, and incentive opportunities. For more information about our extensive benefits offerings, please check out our Total Rewards at a Glance.
Equal Employment Opportunity
arenaflex is an Equal Employment Opportunity employer. We welcome all persons to apply, regardless of their background or experience. We're committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees. Apply Job! Apply for this job