Service Spec - Indiv Ann in Portland, OR at Volt

Date Posted: 9/25/2018

Job Snapshot

Job Description

Service Specialist- Individual Annuities

1 year assignment

$26 hourly

M-F Full time

8am-5pm

Downtown, Portland

Job Summary:

Responds to telephone inquiries and requests from individual annuity policy owners, agents, and representatives of policy owners.  Prepares written correspondence, performs calculations, and monitors the status of requests as appropriate to ensure customer satisfaction.  Assists with some processing functions, such as initial triage of incoming mail.  Contributes to the company's success through excellent customer service and meeting or exceeding job objectives.

Has developed specialized skills through job-related training and considerable on-the-job experience.  Completes work with a limited degree of supervision.  Provides informal guidance and support to less experienced team members.  Is skilled in a range of processes, procedures and systems to carry out assigned tasks.  Uses knowledge of how the team integrates with others to accomplish the team objectives.

Principal Duties & Responsibilities:

Contributes to the company’s success through excellent customer service and meeting or exceeding performance objectives for the following major job functions:

1.            Respond to a wide variety of customer service needs via the policy administration (800) line and e-mail alias.  Promptly and accurately communicate information about individual annuity products.  Advise on: form completion, plan provisions and their impact, taxability issues, division procedures, particularly with respect to obtaining distributions, including Tax Sheltered Annuity loans.  Communicate sensitive policy information and policy service options to policy owners, producers, attorneys, CPA’s, and financial advisors on contractual provisions, statutory regulations and other related policy information.  Monitor status of requested work and prepare customized correspondence as necessary.

2.            Solicit and analyze customer feedback to identify areas for customer service improvements.  Develop and modify written correspondence.  Recommend changes to internal forms and procedures.  Inform management of customer feedback as appropriate to ensure prompt and accurate response to inquiries.

3.            Prepare and coordinate recurring policy owner communications and services, including business retention services, beneficiary changes/confirmation, and initial minimum distribution calculations and notices.

4.            Support divisional projects as assigned, especially those involving customer-focused activities.

Education: Associates Degree in related field.  High school diploma if experience is sufficient.

Experience:  3 or more years demonstrated client service/relationship management experience in the insurance or other financial institution field, or an equivalent combination of education and/or relevant experience.

Summary of Skills:

1.            PC skills (Microsoft Suite including Word, Excel, and Outlook)

2.            Strong customer service skills including problem solving, consultation, and negotiation skills

3.            Ability to effectively communicate with diverse audiences

4.            Format and produce correspondence using current word processing applications and proofread and edit for spelling, punctuation and grammar

5.            Organize workload and prioritize tasks to meet changing priorities

6.            Work effectively in collaboration with peers and team members

7.            Professional demeanor to phone customers

8.            Express information clearly, both in written and oral communications, particularly telephone and e-mail communication

9.            Apply policies and procedures to a variety of (clear and unclear) situations consistently

10.          Take or recommend appropriate action in a limited time frame

11.          Learn, retain, and effectively communicate specific details/provisions of annuity plans and products

12.          Adapt to learning new systems and processes

How to Apply: Email Maureen Wehrley at mwehrley@volt.com or call 503-820-5224.

Volt is an equal opportunity employer