FINANCIAL SERVICES AGENT (INSURANCE/WEALTH MANAGEMENT ACCOUNT)

Position Description.
The Financial Services Agent’s main job function is to receive customer calls and deliver excellent customer service by addressing customer queries/concerns.
The job requires documenting all customer interactions accordingly and producing quality service in accordance to set guidelines and key performance indicators.
Senior Agents can serve as mentors and subject-matter experts to support operational efficiency and excellence.​ Your future duties and responsibilities.
• Answers customer calls and addresses issues/concerns regarding Wealth/Insurance Management.
• Assesses customers’ needs/requests by effective information gathering, research, and problem-solving based on standard processes • Provides accurate and complete needed/requested information following a set of call flows and processes.
• Communicates appropriate options to provide timely and long-term resolution • Clearly and Accurately Documents/Logs all customer interactions following the quality standard • Coordinates with higher level of support for the out-of-scope type concerns • Mentors to New Joiners • Subject Matter Experts / Floor Support • Participates in special tasks and performs other duties as assigned Required qualifications to be successful in this role.
Educational Background • At least Senior High School Graduate (K-12) or College Undergrad • Customer Service/Contact Center Training and/or Certification is an advantage but not a requirement Career Experience • > Customer Services Representative (BPO setting) handled a financial account • > Customer Services Representative (BPO setting) handled a life insurance account Skills • Ability to carry on a spontaneous and personable conversation in English.
• Establishes rapport and promotes effective relationships with customers; Good interpersonal skills • Effectively facilitates customer interactions following the Company and Client’s service strategy and policies.
• Ability to anticipate customers’ future needs and provides options for holistic service.
• Ability to deescalate irate or difficult customers • Ability to document relevant call details clearly and cohesively following quality standards.
• Proactive compliance and Knowledge Retention on call flows, directives, and processes.
• Typing/keyboarding proficiency • Basic Computer and Internet Literacy.
Other Expectations • Schedule Adherence.
Complies to assigned shift schedules (including but not limited to Start Time, End Time, and Breaks/Lunch); complies to rest day schedules; adheres to leaves filing policy outlined by the engagement/company • Quality Compliance.
Follows all quality standards following the engagement/company policies; Ensures all quality deficiencies are corrected promptly for activities in their function • Teamwork and Communications.
Ensures attendance to all required meetings (either for engagement-related meetings or for company-related meetings); Acts as backup for teammates and addresses excessive transaction queues caused by absenteeism • Team player • Can work under pressure • Amenable to work on a shifting schedule • Must be flexible with the ability to adapt to changes quickly.
• Proactive and has a customer service-oriented mindset • Receptive to feedback and willing to learn Skills.
Agents & Brokers FIS General Insurance Personal Lines Insurance What you can expect from us.
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