What makes a good Customer Service Representative?
The Customer Service Representative provides prompt, professional, and accurate responses to telephone inquiries from registered representatives, contract owners, insurers, and distributors. This fast-paced position requires end-to-end product knowledge of Allianz fixed annuity products as well as the ability to thrive in a structured and active inbound call-center environment. This individual will be responsible for answering inquiries on product features, understanding product performance, and educating owners on the features of our products, as well as completing financial transactions related to their fixed annuity subaccounts. The Customer Service Representative will work with the Call Center management team to meet and exceed published benchmarks related to soft skills, accuracy, call handle time, and attendance. Securities licensing is generally required for those directly involved with activities related to variable products, broker/dealers, and registered representatives.*
- Research and respond to service inquiries via inbound phone calls from sales, broker/dealers, top producers (i.e., President’s Club and Chairman’s Club members), as well as contract owners.
- Build positive business relationships with all customers by listening, interpreting, and responding on a timely basis.
- Accurately and efficiently process telephone fund transfer requests, initiate other policy changes, and forward requests for processing/confirmation.
- Maintain performance level based on company specified goals and objectives. Primary performance is measured based on a combination of quality, timeliness, and availability to the customer.
- Proactively identify problems and issues, and recommend creative solutions that produce results and favorable outcomes for the client, department, and company.
- Assist with escalated customer issues that may include investigation and recovery recommendations.
- Seek guidance and direction on nonroutine customer requests and escalates to others as appropriate.
- Navigate systems and tools to demonstrate business knowledge to meet customers' needs.
- May require deviation from standard screens and procedures with minimal usage/availability of phone scripts.
- Participate in ongoing training programs or on-the-job development to further learn the business, products, and customers as appropriate.
Key required skills
- Strong communication skills (verbal/interpersonal) – complex multitasker
- Relationship-oriented and positive
- Information seeker
- Dependable and goal-oriented
- Comfortable using calculations to determine product performance/pricing
- Computer skills and ability to navigate multiple desktop applications while speaking to customers – one-year experience in customer service required
- High school diploma required; college degree highly preferred
- Ability to work shift-times between 7 a.m. - 6 p.m. (shift selection is based on employee performance)
*If securities licensing is required as outlined above, the deadline to obtain it is 90 days from the date variable-related activities commence.