Account Service Representative III – Contact Center

WHO WE ARE:

Zinnia Open Insurance is advanced data-driven technology that accelerates innovation, enables unrivaled speed-to-market, deepens relationships with policyholders, and empowers better risk-based outcomes. Open transforms the end-to-end experience to make everything faster, more transparent, and more collaborative for consumers, carriers, and advisors. Zinnia is a new tech company, but we’re not new to insurance. We’re L&A experts and technology innovators building Open Insurance to power exceptional experiences that evolve ahead of the marketplace. We’re Zinnia. And we’re Open. Join us, and experience Life, More Open.

WHO YOU ARE:

You are a customer service professional specializing in Annuity and Life Products with effective oral, written, and interpersonal communication skills. You have a desire to grow personally and professionally with an aptitude for advancement. You enjoy working effectively with your teammates and enjoy developing relationships with clients and customers by becoming a dedicated resource.

WHAT YOU’LL DO:

The Account Service Representative will be responsible for providing customers and sales representatives with high quality, individualized phone support, processing requests for information, and conducting research and analysis to ensure successful outcomes when complexities arise. Representatives must deliver accurate and prompt resolution of any issues that arise, and relay necessary information to the customers, sales representatives, or client by both verbal and written communication

• Answers incoming calls and completes outgoing calls as needed. Calls include answering customer questions and providing customer support
• Accurately and timely process customer requests that are received by mail, phone, fax, or email
• Researches and analyzes issues to ensure successful outcomes and or resolution
• Develops relationships with client and customers by becoming a dedicated resource
• Ensures high quality and consistency to customers by processing and servicing
• Develops broad understanding of products, services, policies, procedures, regulations, and laws for effective service delivery
• Handles escalated telephone calls to assist customer with problem resolution
• Responds to customer requests by creating original correspondence or utilizing existing written materials
• Assists in coaching junior associates to further develop their ability to service our clients effectively and efficiently
• Serves as a resource for technical products such as annuities and life insurance
• Performs call quality audits of Account Service Representative I’s and assists in development and product knowledge enhancement of Account Service Representative I’s
• Answers resource calls, logs into resource queues to assist as needed
• Exercises autonomy to make basic decisions to handle non-routine concern

WHAT YOU’LL NEED:

• Bachelor’s degree and or equivalent work experience required
• Prior financial services experience required specializing in Annuity Products and Life Products
• 4 to 6 + years’ experience providing customer service and transaction processing support to clients
• 3 + years’ previous call center experience required
• Work history which demonstrates personal growth and aptitude for advancement
• Strong PC and keyboarding skills and the ability to use Microsoft Office products and auxiliary equipment and software
• Incumbents must be able to work required overtime
• Requires strong organizational skills and attention to detail
• Excellent communication skills both oral and written
• Self-motivated individual who is results and customer service oriented, with demonstrated organization and time management skills
• Strong interpersonal skills with ability to train and coach staff
• Demonstrated ability to effectively communicate with all levels of internal and external customers
• Ability to successfully collaborate with all departments to assure product and system consistency

WHAT’S IN IT FOR YOU?

Zinnia offers excellent career progression and competitive compensation. We offer great benefits, including health/dental insurance, parental leave, profit sharing, 401(k), incentive/bonus opportunity, tuition reimbursement, and so much more. We’re looking for the best and brightest innovators in the industry to join our team. At Zinnia, you collaborate with smart, creative professionals who are dedicated to delivering cutting-edge technologies, deeper data insights, and enhanced services to transform how insurance is done. Visit our website at www.zinnia.com for more information. Apply by completing the online application on the careers section of our website. We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.

All offers of employment are contingent upon successful completion of a background investigation which will include social security verification, employment verification, educational verification, criminal history, and credit history.

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid training
• Parental leave
• Profit sharing
• Tuition reimbursement
• Vision insurance
• Work from home

Schedule:

• Day shift
• Monday to Friday
• Overtime

Education:

• Bachelor's (Preferred)

Experience:

• Call center: 4 years (Preferred)
• Financial services: 3 years (Preferred)

Work Location: Remote

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