Customer Service Representative

Global Atlantic Financial Group, through its subsidiaries, offers a broad range of retirement, life and reinsurance products designed to help our customers address financial challenges with confidence. A variety of options help Americans customize a strategy to fulfill their protection, accumulation, income, wealth transfer and end-of-life needs.

Participates as an active member of a team of customer service representatives engaged in the processing of annuity and life insurance support phone calls, post call activities and completion of call back commitments involving our preneed and annuity customers, internal and external by performing the following duties.

• Responds to inbound calls providing excellent customer service.
• Understands annuity and life insurance products, procedures and system capabilities.
• Accurately answer all consumer/customer questions regarding all Global Atlantic products and accurately articulate features, advantages, and benefits and understanding the variances by State.
• Investigates client request or complaints utilizing system and contract provisions to provide resolution within established administrative and compliance guidelines.
• Focuses on Global Atlantic’s long term success by building strong (internal and external) customer relationships.
• Provides a broad range of technical and operational support to clients and agents.
• Documents telephone conversations and written communication into a computer database or tracking system maintaining accurate corresponding hard copy files where applicable.
• Knowledgeable in using reporting tools and using good judgment when supplying reports to external customer and ensuring no breach in privacy.
• Responsible for reporting to work at the start of scheduled shift and must be comfortable with having all calls recorded for quality assurance.
• Provides other duties as assigned by management

• High School diploma or equivalent required; Bachelor degree or equivalent work experience preferred
• Minimum 2 years’ experience in customer service. Prior experience in inancial Services industry with knowledge of annuity products, general rules and regulations preferred.
• Proven ability to grasp new products, concepts and procedures
• Demonstrated strong attention to detail with excellent organizational skills
• Strong interpersonal and team skills required
• Strong written and oral communication skills
• Excellent phone presence and presentation
• Strong PC and Software skills, especially Microsoft Office products
• Ability to maintain positive attitude and composure in dealing with difficult situations
• Ability to be flexible and prioritize activities