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Provide the highest level of personalized service to financial advisors by maintaining consistent and satisfactory relationships that help increase sales, retention, and market share. Serve as a department subject matter expert and assist management with day-to-day operations.
- Work with assigned advisors to process and monitor new business submissions, answer post-sale questions, and manage issues through to resolution. Provide post issue support for the most complex cases.
- Complete suitability review for annuity applications using system tool and set criteria for making decisions. Provide guidance to team members as needed. (For roles supporting annuity products)
- Submit cases which are outside of the set criteria to be reviewed by Compliance for exception consideration.
- Handle escalated case review and resolution. Assist team members with complex issues as needed.
- Organize and prioritize workload to ensure case is processed, issued, and placed in a timely manner while managing agent expectations.
- Answer inbound calls and emails from advisors and field offices; provide superior service that demonstrate ownership, follow-through, and a positive tone.
- Communicate and correspond via phone and email with agents to obtain supplemental information, to explain requirements and to keep updated on pending business.
- Proactively provide updated information regarding status of contract, outstanding requirements, and transaction explanations. Use critical thinking skills to address unusual situations; escalate concerns and/or complex cases as necessary.
- Process transactions; meet speed of service and quality goals for each task function.
- Interact with teams across functional areas to facilitate timely responses to actions pending.
- Follow up with agents on policy delivery requirements to ensure policy is placed within specified timeframes.
- Provide information on a variety of complex agent service issues requiring knowledge of insurance products and transactions with a focus on agent satisfaction, quality, and efficiency. Consult with other departments as necessary.
- Participate in developing workflow and procedures that support increased efficiencies
- Represent Pre-Issue teams in recurring meetings with Distribution
- Help develop and deliver department training to new and existing employees; serve as a mentor to team members
- Perform department quality assurance reviews.
- Run department reports as requested.
- Serve as a backup for supervisor as needed.
- Associate’s degree in a business field or equivalent education/experience
- Eight years financial services operations or related industry experience
- Expert understanding of annuity suitability review (for roles supporting annuity products)
- Expert understanding of case management concepts and/or new business workflow
- Excellent communication skills that are clear and professional – both written and verbal
- Strong customer service orientation with the ability to think as the customer and respond to advisors with a sense of urgency and professionalism
- Strong problem-solving, decision-making, and critical thinking skills
- Attention to detail and the ability to multitask
- PC skills for data entry, documentation, and navigation within multiple systems
- Proficiency using MS Office
- Service delivery knowledge of pre and post issue workflows/timelines
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Competitive Pay
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Bonus for Eligible Employees