What you can expect as the Customer Services Processing Specialist- Policy Billing & Premium:
Provide efficient, compliant and high quality service to our customers in support of the business unit's goals and established service level agreements (SLAs). Responsible for meeting stated individual and team key performance indicators (KPIs) and SLAs while driving improvement to overall ease of business for our teams and customers.
Review and process requests from contract and policy owners, agents and internal support departments with a sense of urgency.
Manage multiple responsibilities and processes, ensuring all items are reviewed and completed according to the specified service standards, including but not limited to processing tasks, handling incoming and outgoing calls, emails and any other job related functions.
Acquire and maintain knowledge of multiple systems including internal processing, web based and workflow systems.
Communicate both verbally and in writing to customers, agents or vendors to ensure transactions are in good order for processing.
Maintain working knowledge of current and past products and procedures.
Ensure compliance with applicable federal and state laws, regulations and requirements related to policies and contracts.
Research contract and policy history in order to provide information to external customers, internal customers or agents. This includes matters related to: service history and timelines, taxes and tax reporting, corrections and accounting.
Recognize problems and analyze information to determine the correct course of action for escalated and complex matters.
Meet or exceed all KPIs and any communicated service standards.
Actively engage in team and individual improvement activities as requested by your leader, including but not limited to team huddles, problem solving sessions, scheduled team meetings and individual development.
Identify concerns and opportunities within the area or team and provide ideas for improvement.
Provide a positive and professional customer experience with internal and external customer interactions.
Provide back-up support for other team members.
Commitment to embrace Sammons Financial Group Companies shared values (Respect, Accountability, Integrity, and Openness)
As stated within the Company Attendance and Punctuality policy, regular attendance is required and expected in order to meet the business service levels and workflow demands.
What we are looking for: Bachelor's Degree preferred
Relevant work experience in the life and/or annuity insurance industry preferred
Previous customer service and/or call center experience preferred
Strong focus on customer service
Excellent verbal and written communication skills
Strong organizational and problem solving skills with high attention to detail
Self-motivated with the ability to work independently and effectively
Adaptable to frequent change in a fast paced work environment
Proficient in Microsoft Suite (e.g. Office, Excel, PowerPoint) and basic computer skills
Due to the financial nature and level of accountability of this position, a credit and criminal background check is required - The Fair Credit Reporting Act requires Sammons Financial Group Companies to notify you that, as a routine part of processing this application for employment, Sammons Financial Group may request a consumer report on you to verify all information contained in this application. Such report may include information about work-related behaviors, performance, character, general reputation, and personal characteristics, in addition to information about your previous employment, education, credit history and criminal records
FINRA regulations require fingerprinting for this position. Management reserves the right to determine and approve incumbent suitability for this position.
Sammons Financial Group Companies offers some of today's most sought after life insurance, annuity, retirement planning products and portfolio-management solutions. Unlike most financial organizations, our companies are not publicly traded, which means we're focused on long-term value rather than short-term earnings pressures. As a privately held company, our leaders and employees remain consistently focused on long-term growth, making decisions that allow us to deliver on our commitments to customers, distribution partners, our employees, and our communities. Individually, our companies provide value in the products and services they offer. Together we represent a history of strength and longevity.
What you can expect when you join Sammons Financial Group: A casual dress code (yep – that means jeans!)
A company you want to be a part of, driven by inspiring leaders and a fun, friendly work environment.
Colleagues who support one another, model our core values, and drive our healthy, high-performing culture.
Healthy balance between work and personal lives. Friday afternoons off all year long, competitive PTO, and generous number of paid holidays.
Our competitive benefit package includes: Health, Dental, Vision, Company Paid Retirement, PTO and Holiday Pay.
A generous retirement program. Our Employee Stock Ownership Plan (ESOP) is a 100% company funded retirement plan, so you can save for retirement without contributing a penny of your own paycheck.
A company that celebrates diversity, is committed to inclusion, and is proud to be an Equal Opportunity Employer. We comply with all federal and state equal employment opportunity laws and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, veteran status or any other characteristic protected by federal, state or local law.
