Specialized Client Care Srvcs Rep (NRF) - Hybrid

Job description

Primary Duties & Responsibilities Delivers a personalized and remarkable experience for our clients by answering their questions, providing servicing options and helping them with their products or services in a call center environment Becomes proficient at resolving inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions in a Specialized area. Researches and evaluates possible solutions to semi-complex problems that requires identifying root cause and some deviations from procedures. Takes ownership of calls and begins to anticipate future issues to avoid repeat calls and unnecessary call transfers. De-escalates client experience situations and able to apply skills learned in Effortless Experience training (CEB) to all situations. Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients. Embraces new technology, educates clients and Financial Representatives on our client website and self-service capabilities and understands risks and impacts that the transaction has on the client or policy. Embraces change by keeping an open mind to new ideas, and...