Customer Service Assistant/Associate

American Life Financial Partners, LLC, a rapidly growing financial services holding company, seeks a customer service-focused, hands-on, and energetic team player to join us as Customer Service Assistant or Associate (depending on experience). We operate as a modern insurance-holding company focused on long-term growth. We aim to foster and cultivate our relationships to sell and administer annuity products through third-party independent marketing organizations (IMOs).

Summary/Objective

The Customer Service Assistant/Associate is responsible for providing exceptional customer service for all clients and agents by using excellent, in-depth knowledge of company products and programs and communicating effectively with team members within the customer service department.

Essential Functions

• Provide best in class customer service to customers by addressinginquiriesthrough phone, email, and chat. 
• Manage the customer service experience process from start to finish (one call resolution), including asking customers how you can best assist them, troubleshooting solutions, assembling and forwarding information, and verifying the customer’s understanding of that information. 
• Utilize problem-solving skills to identify customer needs and provide solutions that meet their expectations. 
• De-escalate customer complaints by using communication, empathy, and problem-solving techniques to ensure customer satisfaction. 
• Maintain up-to-date knowledge of products, services, policies, and procedures to assist customers with product/service inquiries, ensuring a positive service experience and customer satisfaction. 
• Has a deep understanding of technical knowledge and multi-tasking abilities to balance multiple systems at once to solve problems and complete tasks efficiently. 
• Duties as assigned by leadership to help further assist the customer by completing tasks associated with a phone call or an email. 

Competencies

• Customer/ClientFocus 
• Problem Solving/Analysis
• Punctual and Regular Attendance 
• Time Management and Flexibility
• Communication Proficiency 
• Teamwork Orientation 
• Technical Capacity
• Strong Attention to Detail
• Results Focus

Required Minimum Qualifications

To qualify at the Assistant level, you must have:

• High School Diploma or GED
• 6 months of customer service experience
• Must be proficient in using a computer and multiple systems at once 
• Experience in the Insurance industry is preferred

To qualify at the Associate level, you must have:

• High School Diploma or AA Degree
• 1-year experience in a similar insurance/annuity-related roleas a customer service phone representative or 2 years in a similar inbound call center role. 
• Or 6 months of experience internally 
• Must be proficient in using a computer and multiple systems at once 
• Must have basic Excel knowledge 
• Familiar withworkflowmanagement systems 

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and communicate with others. This may be over the phone, in person, or through email and messaging. The employee must be able to hear customers and agents over the phone. The employee is frequently required to sit, stand; walk, and use their hands and fingers to work with the computer, phones, filing cabinets, paperwork, etc.  

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. Additional hours as needed to complete work and ensure operations/business is not interrupted or slowed. 

Travel

No travel is expected for this position.

Work Authorization/Security Clearance

Must be eligible to work in the United States.

AAP/EEO Statement

American Life Financial Partners, LLC is an Equal Opportunity Employer. 

If you need assistance or an accommodation due to a disability, you may contact us at 402-489-8266.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.