Senior Customer Service Representative

Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group’s member companies are subsidiaries of American Financial Group, a Fortune 500 company. We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty property and casualty operations and a variety of financial services, there are always opportunities here to learn and grow.

Our Annuity group's Policy Administration team is looking for a Senior Customer Service Representative to interact with customers over the phone and process financial transactions.

• Actively seeks information to understand customer’s circumstances, problems, expectations and needs for the purpose of resolving customer inquiries / issues. Shares and / or conveys routine information to customers, regarding their account(s), maintaining a professional demeanor in all situations.
• Maintains, updates and monitors customer account information.
• Interacts with customers to provide information in response to routine inquiries (telephone, email, mail, etc.) about products or services.
• Resolves routine and non-routine incoming customer requests, referring more complex issues to more experience staff.
• Develops product knowledge to confirm and discuss basic information for products and / or product features, along with benefits / consequences of an action / request made by a customer / agent.
• Researches and resolves simple to moderately complex customer complaints to ensure customer satisfaction and retention. Documents processes used to correct issues.
• Responds to correspondence, complaints and information requests via telephone, e-mail, fax, regular mail or in person.
• Utilizes computerized systems for tracking, documenting questions / responses, information gathering and / or troubleshooting.
• May process routine / simple transactions on customers’ accounts. Transaction processing may be specified by authority / guidelines.
• Maintains familiarity with policies and procedures, as well as the business and organization. Complies with company and regulatory guidelines.
• Performs other duties as assigned.

• High School Diploma or equivalent.
• 1 to 3 years prior customer service experience strongly preferred
• FINRA Series 6 preferred but not required
• Excellent written and verbal communication skills