Customer Care Associate

Job Summary:Responsible for servicing Phoenix Companies life and annuity lines of business. Provides routine service for the entire policy lifecycle that can include new business, accumulation, income and claim service components. Participates in continuous blocks of telephone coverage servicing clients and advisors. Answers less complex inquiries on products and processes by accessing administrative systems and reference materials. Responsible for resolving any inquiry presented by responding in a courteous, efficient, and accurate manner. Provides a first class customer experience, which meets regulatory guidelines, and supports Phoenix's wealth management strategy. Works in a team environment.Duties and Responsibilities:Assists Partner Firms, Advisors, and Wholesalers in identifying and completing the appropriate forms for new business submission.
Under direction, reviews incoming applications and requests for insurance (RFI) via AWD technology and checks application for accuracy and completeness. Checks Advisor for proper licensing. Communicates with appropriate individual any needed information to complete the application process. Identifies cases that need special handling and/or involvement. Follows-up on all outstanding items. Prepares Life Insurance application for risk assessment process.
Under direction, coordinates/orders the necessary components for risk assessment, including medicals, labs, APS’s and financials. Communicates with Underwriter to be certain appropriate documents are ordered. Responsible for continuous scheduled telephone coverage as business needs dictate.
Under direction, responsible for servicing and/or processing financial and administrative transactions during the policy lifecycle including but not limited to policy rewrites, payments, disbursements, in-force illustrations, and existing business contract changes, and claims support.
Knowledge of, and adherence to, Phoenix Companies Policies and Procedures; especially those relating to regulations and controls.
Under direction, receives and resolves less complex customer service inquiries in an accurate and timely manner.
Meets or exceeds team goals for quality and service
Understands and supports corporate initiatives and distribution relationships as they impact the issuance and servicing of products.
Participates in various department projects, which impact the customer experience.
Identifies changes to procedure documentation, and communicates those changes to assigned Subject Matter expert.
Participates in employee training and mentoring.
Ability to work and support a team environment.
Performs miscellaneous duties as required by management.
Must maintain appropriate attendance.Skills, Knowledge and/or Experience:Knowledge of products, terminology and technology.
Front line responsibilities for impressions and perceptions of service oriented organization, leading to opportunities for future business; thus affecting the bottom line.
Understands and supports producer and distribution entity relationships within the company. Provide creative solutions to business problems utilizing business knowledge and technology expertise. Exercises good judgement.
Excellent verbal communication and interpersonal skills to interact with internal and external clients.
Effective utilization of listening skills.
Writes and speaks clearly and effectively, using proper grammar.
Ability to work independently in a fast-paced, multi-faceted environment while multi-tasking, and focusing on critical path deliverables.
Demonstrate flexibility.
Attainment and maintenance of NASD Series 6 licensing.
Working knowledge of NASD, SEC, and state processing regulations.
Working knowledge of desktop applications including Lotus Notes, MS Word, Excel, Access and AWD.
Understands new situations or changing conditions and positively supports implementation of organizational change.
Promotes a team environment that is supportive of corporate change.Special Working Conditions:Opportunity for flex hours limited; flexibility during core business hours up to 8:00 p.m. or later as business needs dictate.
Adheres to phone time in accordance with phone schedules and as business demands dictate.
Understands and adheres to department guidelines and procedures; evaluates and implements appropriate exceptions to policy and procedure, while limiting possible corporate exposure.
Work subject to regulatory and corporate time and service standards and to customer and distributor expectations.
REQUIREMENTS
Please see Job Description