What You Can Expect In This RoleProvide professional, accurate and timely service to agents, distribution partners and internal and external customers, with a focus on efficient and effective end to end processes. Work with, navigate within and understand complex computer systems while maintaining high quality work. Responsibilities include but are not limited to: application review, case management, quality assurance and inbound and outbound call support/guidance.
What You'll Do In This Role• Use superior language skills to provide high quality customer service via telephone (inbound and outbound), email or written communication; conduct communication in a professional, pleasant and helpful manner; perceive, distinguish and empathize with emotions of customers.
• Process a variety of tasks, high volumes of work and inbound phone calls in a fast paced, time-sensitive environment.
• Process applications and corresponding paperwork; document any outstanding requirements. Apply premium and issue contracts.
• Independently conduct initial review and make decisions that fall within prescribed policies and limits. Determine when to involve others for items outside scope of authority.
• Proactively initiate telephone communication to build positive relationships and educate agents, advisors or customers regarding application status and outstanding requirements.
• Manage cases with a sense of urgency and commitment to accuracy; recognize high priority situations and respond accordingly.
• Accountable for making corrections, resolving problems or complaints and notifying individuals of action taken.
• For Policy Change, utilize accounting principles and practices to ensure accounts are in good standing and in compliance with suspense controls.
• Take ownership and accountability for achieving and maintaining daily production goals and decreasing total turnaround time. Monitor personal work to verify accuracy and ensure compliance with company standards and regulations, including understanding all changes (i.e., system, regulatory, rate, product, continuous improvement and transformational changes) that affect the company and industry.
• Maintain knowledge of the multiple platforms through which applications and funds are received.
• Analyze complex information, use resources to identify solutions and follow through on resolution of issues promptly and professionally.
• Perform due-diligence to potentially identify fraudulent conduct and take appropriate actions to alert Legal and Compliance.
• Look for work process improvement opportunities by analyzing results, monitoring discrepancies and collaborating with team or peers for input in order to identify trends; work to implement solutions with manager guidance.
What We're Looking For- Bachelor's Degree Preferred
- 1-3 years' experience in a related field Preferred
- Customer centric mindset
- Strong communication skills, both verbal and written
- Superior ability to listen and be responsive to customers; ability to relay difficult decisions while showing empathy
- Strong sense of urgency
- Excellent decision making skills with the ability to solve problems innovatively to find “win-win” solutions
- Ability to work independently and also effectively work with diverse personalities
- Strong organizational skills and attention to detail
- Ability to prioritize work effectively and accurately manage a large volume of work in a fast-paced environment
- Open to coaching and constructive feedback to improve performance and effectiveness
- Demonstrated ability to adapt to frequent change and to think with a future focus mindset
- Ability to work periodic overtime, sometimes with relatively short notice
Other Requirements• Criminal background check required.
• If the position is in the SIG business unit, Annuity New Business Securities team, or if we are holding securities licenses, FINRA regulations require fingerprinting for this position; if we are holding securities licenses, a credit check will also be required. Management reserves the right to determine and approve incumbent suitability for this position.
What you can expect when you join Sammons Financial Group• Sammons Financial Group offers a competitive benefit package that includes: Health, Dental, Vision, Company Paid Retirement, PTO and Holiday Pay.
• Our Employee Stock Ownership Plan (ESOP) is a 100% company-funded retirement plan, so you can save for retirement without contributing a penny of your own paycheck.
• Healthy balance between work and personal lives. Friday afternoons off all year long, competitive PTO, and generous number of paid holidays.
• Our incentive program for defined goals subject to eligibility and performance. Monetary rewards are based on individual and/or overall company performance.
• Colleagues who support one another, model our core values, and drive our healthy, high-performing culture.
Salary Range InformationUSD $35,837.00 - USD $74,660.00 /Yr. Range includes data points from multiple labor markets. Specific range is dependent on the labor market where the incumbent will be hired to perform the position. Starting salary is dependent on candidate qualifications and experience. For a narrower salary range specific to your labor market, please inquire.
Work Authorization/SponsorshipAt this time, we’re not considering candidates that need any type of immigration sponsorship now or in the future or those needing work authorization for this role (This includes, but is not limited to students on F1-OPT, F1-CPT, J-1, etc.)
