Senior New Business Customer Contact Representative – Insurance and Annuity Expertise

At arenaflex, we're committed to delivering exceptional customer experiences and building long-lasting relationships with our clients. As a Senior New Business Customer Contact Representative, you'll play a vital role in ensuring that our customers receive accurate and timely information about our Life and Annuity products. If you're passionate about providing top-notch customer service, have a knack for resolving complex issues, and are eager to join a dynamic team, we want to hear from you!

Job Summary

In this senior-level role, you'll be responsible for managing a high volume of inbound calls, providing expert guidance on our Life and Annuity products, and assisting our New Business Customer Contact Center Representatives in resolving complex customer issues. As a seasoned professional with a strong background in customer service, you'll bring a high level of expertise to our team and help us maintain our commitment to excellence.

Key Responsibilities

• Customer Service Expertise: Professionally handle incoming calls, ensuring that inquiries and issues are resolved promptly, thoroughly, and efficiently. Document call reasons and resolutions, with a focus on privacy regulations, processes, and procedures.

• Complex Issue Resolution: Handle complex customer issues and escalations, providing expert guidance and support to our customers.
• Peer Mentorship: Act as a peer mentor to new hires and less tenured representatives, sharing your expertise and knowledge to help them grow and develop in their roles.
• Quality Service: Provide exceptional service and support to a variety of areas, including Financial Advisors, Policy Holders, and Internal Business Partners.
• Administrative Tasks: Perform various administrative tasks and duties, as assigned.
• Queue Monitoring and Escalations: Serve as a backup in the team lead's absence, handling queue monitoring and more escalated situations.

Experience and Education Requirements

• High School Degree: A high school degree is required for this role.

• Customer Service Experience: 3+ years of experience in customer service or call center, preferably in the insurance or financial services industry, with a focus on customer service, documentation, and/or processing.

Knowledge, Skills & Abilities

• Product Knowledge: Demonstrates a high-level understanding of how arenaflex is structured and the products/service offerings within our respective coverage area.

• Adaptability: Maintains effectiveness in a changing internal environment, such as assignment to a new role or functional group.
• Customer Focus: Handles customer questions and concerns in a timely and professional manner.
• Teamwork: Demonstrates an awareness of workloads, assists team members regardless of who owns the task.
• Communication: Displays a strong skillset to frame messages to audiences appropriately with limited coaching and guidance.
• Digital Awareness: Demonstrates a high-level awareness and understanding of digital techniques, methods, and tools used at arenaflex.
• Complex Case Resolution: Handles complex cases towards resolution.
• Business Acumen: Asks thoughtful questions to understand business objectives or desired outcomes.
• Independence: Displays an ability to work through customer situations independently.
• Self-Organization: Demonstrates the ability to self-organize, set priorities, and manage workload.
• Risk Awareness: Demonstrates a heightened awareness of workload and shares updates on availability with manager.
• Process Improvement: Understands and actively works to improve basic processes and systems.
• Data Concepts: Understands advanced data concepts.
• Project Ownership: Accepts and owns assigned project tasks; understands impact within the team or organization.
• Vendor Interaction: Understands expectations for interaction with vendors.
• Deliverables: Contributes to deliverables by executing work and providing team members with appropriate status updates.
• Risk Mitigation: Demonstrates risk awareness and understands risk mitigation strategies.

Other Requirements

• Flexibility: Perform other functions, duties, and projects as assigned.

• Attendance: Regular and punctual attendance is required.
• Travel: Some travel may be required (less than 10%).

Work Environment and Culture

At arenaflex, we believe in creating an employee-centric flexible environment, which is why we offer the ability for in-office, hybrid, and remote work arrangements. During the hiring process, you'll work with your leader to decide what works best for your role. We're committed to providing a supportive and inclusive work environment that fosters growth, collaboration, and innovation.

About arenaflex

Since 1959, arenaflex has offered annuity and life insurance products to those who are seeking security in retirement and protection during life's unexpected events. As a national Top Workplace, an Iowa Top Workplace, and a proud equal opportunity employer, arenaflex team members are empowered, collaborative, dynamic, and authentic. We believe that by embracing these values, we will continue to build and strengthen the company while continuing to be a great place to work.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including a salary, benefits, and perks. We're committed to providing a comprehensive benefits program that supports the health, wellness, and financial security of our employees. Some of the benefits we offer include:

• Competitive Salary: A salary that reflects your experience and qualifications.
• Benefits: A comprehensive benefits program that includes medical, dental, and vision coverage.
• Perks: A range of perks, including flexible work arrangements, professional development opportunities, and employee recognition programs.

How to Apply

If you're a motivated and experienced customer service professional who is passionate about delivering exceptional customer experiences, we want to hear from you! Apply now to join our dynamic team and take the first step towards a rewarding career at arenaflex. Apply Job! Apply to this Job Apply for this job