Customer Service Specialist POS

Perform a variety of complex/sensitive policyowner functions to contribute to the retentionof Company business. Implement and support the customer service process for all products sold and administerd by the Companies to ensure efficient, effective and quality customer service to policyowners.



Lead, coordinate and/or participate in quality improvement activities and implement process improvement ideas with internal and external work areas. Serve as a representative on product teams, special projects, studies and surveys.



Develop unique service approaches and coordinate with Marketing, Sales and Supplemental Distribution ensuring the timely release of new product rules and service guidelines to the appropriate personnel.



Review productivity reports and initiate corrective action as appropriate in reports, criteria, methods and processes and utilization of the work management system



Serve as the department manager's proxy as designated by the manager or in his or her absence as needed.



Provide excellent service recovery, to include turning complaint/error situations into an advantage; delivering service from a total need and client level; striving to meet customer expectation with accurate and complete information; and using every service contact as an opportunity to conserve and/or expand the business.



Identify department training needs. Design, coordinate, direct, and deliver training to all department personnel. Coordinate and direct follow-up coaching performed by CSO Senior Customer Service Analysts, Specialists or Leads. (



Evaluate customer service activities on the most difficult and/or sensitive cases requiring management-level communication skills and judgment, and determine and secure additional data and support to resolve service issues



Coordinate and communicate activities and information to ensure that all impacted areas are informed and kept abreast of product and service directions and trends



Keep abreast of future orientation and technological changes and implement into current processes and procedures as appropriate.



Maintain a current knowledge of services, claims and new business trends and a proactive posture in the insurance and service industries. Remain abreast of legislative changes impacting the insurance industry and the servicing of clients.



Develop and support customer service activities for all products sold and administered by the Companies



Assist in the coordination and monitoring of daily customer service activities including quality and quantity of work and correct minor workflow problems









REQUIREMENTS


An excellent insurance background, with a thorough understanding of health and accident and life insurance, pension and annuity products, agency systems and supplemental distribution sales



An excellent knowledge of Company guidelines and department philosophy



Working knowledge of all associated Company departments



The ability to effectively plan, organize and manage projects and activities including a working knowledge of project management techniques, support tools, organization, job design and management theory



Excellent oral and written communication, decision-making, analytical and human relations skills, sound and independent judgment and the ability to think and conceptualize beyond existing barriers, methods and practices



A thorough understanding of the organization of the Companies and the various distribution channels



Broad understanding of computer systems and system development strategies



An indepth understanding of the service strategies and the ability to apply in daily planning activities



Proven quality and thorough customer service skills



Physical Requirements for the Essential Job Functions (Percentage (%) of work period):



Key-boarding/Writing/ Pinching (working primarily with fingers) 1-33%

Handling (working primarily with hands such as grasping, turning, sorting) 1-33%

Sitting 1-33%

Talking (required use of voice) 1-33%

Near Vision -Visual Acuity at 20 inches or less 1-33%

Hearing 1-33%