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Knights of Columbus · 1 day ago

Customer Service Representative I

New Haven, CT

Full-time

Onsite

Mid Level

4+ years exp

Knights of Columbus is a tax-exempt Catholic fraternal benefit society that provides financial security to members and their families through various insurance products. The Customer Service Representative I responds to phone and email inquiries about insurance and annuity products, assists in training new staff, and ensures a positive customer experience.

Insurance

Responsibilities

Greets callers in a positive and professional manner, verifies security information such as but not limited to; agent id, ssn, dob, address and phone number

Engages caller, asks probing questions, to determine the nature of the call and responds to the reason for the call. Uses KofC admin systems to search for the information needed to answer the callers inquiry ad provide the appropriate response. Responds to general and detailed questions from policyholders and field force on all products offered by and serviced by KofC as appropriate and within guidelines

Assists supervisors with training new Customer Service Coordinators in the use of the online systems and other sources for accessing data, and on life insurance, ownership rights, technical policy changes, cash values, accounting and taxation and other matters that may be the subject of inquiries

Actively seeks to understand new updates/procedures when placed in One Note. Asks questions to help understand digest the data to eliminate repeat inquiries

Resolves escalated issues. Responds to general and detailed questions from policyholders and field force on all products and services offered by the KofC

Follows procedures for release of specific policyholder information; assesses customer and field force needs for Home Office assistance. Forwards standard or special action requests to appropriate department to comply with callers request for written correspondence

Reviews and determines natures of email inquires, analyzes the issues and either responds or directs to the proper department. Serves as a liaison between KofC website and its departments

Performs other customer service related duties as requested by supervisor

Routinely reads departmental communications, product updates and other tools to stay current with organizational developments

Qualification

Life insurance knowledgeAnnuity products knowledgeCustomer service orientationOnline information systemsConflict resolutionMultitasking abilityBilingual English/SpanishBilingual English/FrenchSolid communication skills

Required

In depth knowledge of life insurance and annuity products in particular with emphasis on Orders product offerings, ownership rights, taxation

Understanding of the Membership and Fraternal areas to determine nature of call and respond or forward

Ability to successfully work in a multifaceted environment providing support to members, Field Agents and General Agents

Complete familiarity with online information system and procedures regarding dissemination of information and product administration

Solid oral and written communication skills

Must be customer service oriented; enjoy working in a high-volume contact center

BS or BA degree in related field or relevant work experience

4-6 years related work experience working with life insurance products and/or direct customer contact or equivalent combination of training and experience along with 1+ year tenure as a CSR I colleague at KofC