Job Description

SBLI’s Customer Success team is seeking a Contact Center professional to provide timely, accurate, and courteous responses to a high volume of phone, chat, and email inquiries from our life insurance policyholders and partners. The ideal candidate will be an action-oriented, flexible problem solver who will assist customers in resolving all inquiries or needs. Ensures that own work is compliant with applicable laws, regulations, and guidelines, as outlined in the company handbook.

Responsibilities:

• Using fact finding, active listening, and critical thinking skills to quickly and accurately determine how best to handle a customer call, delivering first call resolution with minimal customer effort
• Documenting all calls clearly and concisely in addition to completing all post-call work
• Generating correspondence and handling non-phone work with strong data entry skills
• Preventing escalations by tackling issues quickly through proactive conflict resolution and preventing similar issues from recurring
• Consistently going above and beyond to exceed customer expectation and enhancing the overall client experience
• Meeting or exceeding call center metrics
• Effectively utilizes tools and support provided, to determine appropriate direction and steps required to gain customer satisfaction while balancing both the company’s needs and those of the customer
• Actively contributing to positive morale and teamwork, demonstrating good communication skills while staying informed of procedures
• Continuously learning to support company growth and industry alignment
• Being curious and sharing innovative ideas on how to improve process & operations
• Supporting other duties or tasks as assigned by the manager

Required Skills:

• High school Diploma or equivalent
• 2+ years customer service experience preferred
• Life Insurance/Annuity experience preferred
• Positive energy, optimistic outlook
• Ability to make positive impressions over the phone and build rapport
• High integrity, reliable, and team oriented
• Maintains confidentiality of information
• Demonstrated accuracy with the ability to meet or exceed quality standards
• Ability to make sound decisions within established policies
• Strong verbal and written communication skills (over the phone and in person)
• Proficient with computer applications such as MS Office, email, desktop faxing and other office procedures
• Bilingual a plus

The daily shift for this role is Monday-Friday, 10 AM - 6 PM EST.

Hybrid work model, up to two days remote weekly, after training process.

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