[Remote] Customer Service Representative I

Note: The job is a remote job and is open to candidates in USA. Knights of Columbus is seeking a Customer Service Representative I for their Contact Center to handle inbound telecom/email requests from Agents and Members. The role focuses on providing professional and courteous service while addressing complex inquiries related to Insurance and Annuity products and Membership transactions.

Responsibilities

• Greets callers in a positive and professional manner; verifies security information such as but not limited to: agent id, social security #, dob, address and phone numbers
• Engages caller, asks probing questions, to determine nature of the call and responds to the reason for the call. Use KofC administrative systems to search for the information needed to answer the callers inquiry and provide the appropriate response. Responds to general and detailed questions from policyholders and field force on life insurance, ownership rights, cash values, accounting and taxation, tax sheltered/non tax sheltered annuities (FPA, SPA, Vantage) and SPIA, settlement options and fraternal rules as appropriate and within guidelines
• Follows procedures for release of specific policyholder information; assesses customer and field force needs for Home Office assistance. Forwards standard or special action requests to appropriate department to comply with callers request for written correspondence
• Reviews and determines nature of email inquiries, analyzes the issue and responds appropriately or directs the inquiry to the proper department. Serves as liaison between KofCs website and appropriate departments
• Routinely reviews departmental communications, product updates and other tools to stay current with organizational developments
• Performs other customer-service related duties as requested by supervisor

Skills

• Experience providing outstanding customer service by showcasing expertise, fostering trust, and growing customer satisfaction
• An effective communicator who understands the importance of listening, being empathetic, and remaining professional in a conversational manner
• Solid written communication skills
• Ability to work and grow in a fast-paced, high-volume call center environment
• Willingness to learn new skills and ability to adjust to changes quickly
• Open to feedback to support your performance and development
• Solid computer and multi-tasking skills
• High school diploma or equivalent required
• Authorization To Work In The United States Is Required
• Ability to speak French Canadian or Spanish is a plus but not required
• College degree or currently pursuing preferred

Company Overview