Customer Service Consultant

Post Date

Dec 14, 2023

Location

Cincinnati,
Ohio

ZIP/Postal Code

45202
US
Jul 23, 2024 Insight Global

Job Type

Perm

Category

Customer Service

Req #

CIN-670162

Pay Rate

$36k - $54k (estimate)

Job Description

A large financial group in Cincinnati is seeking Customer Service Consultants to join their Enterprise Engagement Center. This team is completing inbound service calls to current clients regarding payments, customer service, and filing claims.



More responsibilities include:



· Reviews, researches and/or analyzes necessary policy data in order to resolve client inquiries or concerns via telephone, written correspondence, email or online chat.

· Provides professional and courteous service, including diffusing escalated clients to resolve concerns; completes service requests within departmental service levels.

· Proactively seeks resolution to client issues; uses solid judgment in recognizing the need to escalate situations to management.

· Provides analysis and service for all products within the Western & Southern Life portfolio.

· Makes independent decisions regarding customer requests, and processes policy transactions on administrative systems as necessary.

· Maintains accurate information and documentation in Salesforce Customer First Platform.

· Required to utilize multiple administration systems to service clients.

· Proactively conducts outbound calls to follow up on previous client concerns to ensure issues were resolved accurately and timely.

· Analyzes client trends to identify and mitigate risk to the Enterprise, including, but not limited to, anti-money laundering, privacy concerns, premium financing and unethical practices.

· Requires developing and maintaining comprehensive knowledge of state regulations, required forms, policy details, processes, current and discontinued products, etc.

· Develops and maintains positive working relationships with internal and external clients.

· Identifies cross-selling opportunities and utilizes tailored approaches to secure sales leads.

· Proactively conducts conservation efforts to retain business.

· Processes all work requests received through Imaging from various departments within established service levels.

· Identifies system or procedural problems and recommends improvements to benefit clients or home office associates.

· Services walk-in clients to the Home Office.

· Performs other duties as assigned by management.



Selling Points:

· Strong training program

· Ability to move up within the organization or to other teams within the first year

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected].

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

Required Skills & Experience

Prior experience in the service industry (working with customers in a professional setting)

· Highschool diploma

· Strong communication and interpersonal skills

Nice to Have Skills & Experience

Prior call center experience

· Bachelor's degree

· Desire for long term opportunity & to grow in the company

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.