Customer Service Analyst (REMOTE - US) - Military Veterans

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 & empathetic demeanor and in all interactions.
• Accurately updates, monitors & 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.
• Examine intricate contractual language, features and terms and interpret 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

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For Colorado Applicants: The salary range for this role is $33,000 - $55,000 based on experience.