• Senior Customer Service Representative

    Location US-OH-Cincinnati
    Posted Date 6 hours ago(12/6/2019 11:59 AM)
    Job ID
    25662
    # Positions
    2
    Category
    Administrative/Customer Support
    Position Type
    Full Time
  • Overview

    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.

    Responsibilities

    • 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.

    Qualifications

    • 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

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