Customer Service Consultant

divh2Client Service Representative/h2pEstablishes with clients by researching, analyzing and resolving service requests and complaints. Effectively answers questions related to existing contracts and products providing accurate, detailed and complete information. Works with minimal supervision and is empowered to make an established range of decisions; escalating issues to the team lead or manager when necessary. Is expected to utilize critical thinking skills to resolves issues and de-escalate client interactions, escalating to manager when appropriate. Performs duties as determined by CRC leadership based on workload and assigned resources./ppstrongResponsibilities:/strong/pulliReviews, researches and/or analyzes necessary policy data in order to resolve client inquiries or concerns via telephone, written correspondence, email or online chat./liliAnswer/respond to client inquiries or concerns via telephone, written correspondence, email or online chat. Gathers, researches and analyzes policy information to provide accurate information to each client./liliProvides professional and courteous service, making independent decisions regarding client requests and resolving client concerns, recognizing the need to escalate situations to management as necessary./liliConduct outbound calls to follow up on previous client concerns to ensure issues are resolved accurately and timely./liliManage status requests and resolve questions that do not require assistance from a licensed representative./liliAnalyze and service assigned products within the Western Southern Life portfolio./liliMakes independent decisions regarding customer requests, and processes policy transactions on administrative systems as necessary./liliMaintains accurate information and documentation in Salesforce Customer First Platform./liliUtilize multiple administration systems to service clients./liliDevelop and maintain positive working relationships with internal and external clients./liliProcess all work requests received from various departments within established service levels./liliProcess credit card payments and accurately record credit card information received from customers./liliRetrieves and records voice mail messages and refers to appropriate associate to process./liliGather requested information and completes any forms necessary to comply with client requets for service./liliMake outbound calls to prospective clients to conducate a Personal History Interview (PHI)./liliIdentify system or procedural problems and recommend improvements to benefit clients or associates./liliPerforms other duties as assigned./liliComplies with all policies and standards./li/ulpstrongQualifications:/strong/pulliHigh School Diploma GED. - Required/liliProven experience managing and effectively resolving client issues. - Required/liliDemonstrated experience providing excellent service. - Required/liliDemonstrated experience working effectively within a team - Required/liliPrevious contact center experience preferred but not required. - Preferred/liliMust provide examples from work experience of maintaining high degree of accuracy associated with high volumes of work and/or multiple duties. - Required/liliMust provide examples from work experience demonstrating flexibility to meet department demands. - Required/liliPossess and display excellent verbal and written communication skills with ability to convey information to internal and external clients in a clear, focused and concise manner while following proper rules of punctuation, diction and style./liliAbility to prepare correspondence, reports, and forms using a prescribed format. Experience must include strong telephone communication and etiquette skills./liliDemonstrated ability to receive, organize and manage large amounts of diverse information and documentation./liliMust be able to handle confidential information in a discreet manner./liliWorking knowledge of word processing applications./li/ulpstrongWork Setting/Position Demands:/strong/pulliWorks in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings./liliRequires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis./liliRequires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned./liliRequires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis./liliRequires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions/liliPerforms substantial movement of wrists, hands, and fingers for continuous computer work./liliExtended hours required during peak workloads or special projects/events./li/ulpstrongTravel Requirements:/strong/pulliNone/li/ul/div