Customer Service Representative

Why Crump?

We understand that our teammates are more alike than we are different and that we are One Crump. Supported by leading technology tools and a collaborative work model, we empower our people to serve clients and support each other. Strong brands are built through consistent delivery of a company’s value proposition – for both its employees and its customers.

At Crump, we believe in investing in the teammates who work for us, supporting the business goals of the myriad professionals who work with us so they can best meet their clients’ needs, and bettering the communities that house our teammates. These beliefs have allowed Crump to maintain our standing as an industry top performer, not only as measured by sales results but, more importantly, by consistent customer and employee satisfaction and retention.

Job Summary

Proactive response to AXA Advisor inquiries for in-force policies regarding status and activity. Ensuring optimal, prompt and accurate response and service is delivered to AXA Advisor at all times. Providing AXA Advisor with case status on pending variable agent of record changes and broker/dealer transfers. Process incoming requests for in-force policies and proactive communication and status updates to AXA Advisors on status. Maintain ongoing positive working relationships with carrier representatives to facilitate problem resolution on in-force business. Maintain current and working knowledge of multiple carrier in-force and conversion guidelines. Able to handle most calls and transactions independently, works with supervisor for direction and/or guidance on more complex request. Ability to follow instructions independently, create professional and comprehensive correspondence/memos to carriers and agents. Support the necessity of changes in work environment and help guide morale in a positive direction among peers. Gain positive working relationships with carrier representatives to facilitate problems resolution on in-force business.

Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Handle incoming agent/carrier inquiries via phone calls, faxes, emails, including the complex types of calls, for in-force policies, variable agent of record changes, broker/dealer transfers and term conversions.
• Process all assigned in-force policy service request, work orders, conversions, agent of record changes and broker/dealer transfers. Quality- provide input and utilize department created techniques. Accuracy of entering and processing service requests, inquiries, term conversions and agent of record changes. Provide accurate information to your customers by consistently following department procedure
• Creating physical files and data entry of new cases entered into appropriate systems.
• Documentation at a level that is necessary for you and your co-workers to accurately process requests, which includes the accuracy and which includes the appropriate amount of detail entry. Preparedness-Review of notes i.e: reading previously documented notes entered by teammate, co-worker, etc
• Handle internal/external inquiries or problems via Customer Service phone loop, email, fax in a professional manger and by meeting established service standards. Analyze problems thoroughly, think outside of the box, determining appropriate course of action and validate with supervisor as appropriate
• Establish working knowledge of multiple carrier in-force and conversion guidelines.
• Gain positive working relationships with carrier representatives to facilitate problems resolution on in-force business.
• Providing back up coverage to assigned teammates in their absence and adhering to service standard and timeframes. Check customer service voicemail and customer service email box at designated times.
• Prioritizing and processing all assigned service requests. Service Standards - adhere to department standards, process all received request (mail, phone calls, emails and faxes) on in-force policies, and follows ups according to established department procedures in a timely manner. Prioritize work flow (i.e. service requests) including efficiently managing desk, commitment and accomplish objectives accurately and on time. Results produced are relative to that expected for the time invested.
• Applying best practices and implement suggested recommendations shared by fellow teammates and Supervisor
• Communicating with AXA Advisor's on a regular basis to provide direction, guidance and status of services requests, variable agent of record changes, broker/dealer transfers and term conversions.
• Analyze problems thoroughly, think outside of the box, determining appropriate course of action and validate with supervisor as appropriate. Able to handle most calls and transactions independently. Know when to seek guidance and direction from team or Supervisor for situations that fall outside of the normal processing or fall outside of established procedures. Recognize potential problems and elevate to supervisor promptly.
• Training and Development - actively participate and utilize information from company sponsored training programs. Retain learned lessons from e-learning courses/weekly meeting discussions and apply to responsibilities.
• Seek self-development and learning opportunities, which enhance current position and allow for advancement and growth. Proactively participate in weekly departmental Customer Service meetings. Generate innovative ideas, approaches, and solutions to create or expand upon to reference or resources for teammates and financial advisors (AXN website, procedures, etc.).
• Teamwork/Communication - Demonstrate positive, motivated behavior and provide support as well as accepts guidance from fellow co-workers and management

QUALIFICATIONS

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High School diploma

One year of experience, preferably in insurance industry

Efficient PC keyboarding skills in Windows-based applications

Ability to read and interpret documents such as carrier forms, agent information, and procedure manuals

Organizational and analytical skills

Strong, positive verbal and written communication skills

Must possess strong problem solving skills and be able to solve problems with little or no assistance

Must be able to interpret a variety of detailed instructions furnished in written, verbal, diagram or schedule form

Detail oriented and strives for accuracy

Must have sense of urgency and be able to prioritize workload in an efficient manner

Individual must demonstrate strong role model skills and be able to prioritize workflow as changes occur throughout the day

Preferred Qualifications:

• Passing LOMA 1

 

Equal Employment Opportunity Statement

We are an Equal Opportunity Employer and value diversity at all levels of the organization. All employment decisions are made without regard to race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity or expression, age, national origin, ancestry, disability, genetic information, marital status, veteran or military status, or any other protected characteristic under applicable federal, state, or local law. We are committed to providing an inclusive, equitable, and respectful workplace where all employees can thrive.

 

Americans with Disabilities Act (ADA) Statement

We are committed to full compliance with the Americans with Disabilities Act (ADA) and all applicable state and local disability laws. Reasonable accommodations are available to qualified applicants and employees with disabilities throughout the application and employment process. Requests for accommodation will be handled confidentially. If you require assistance or accommodation during the application process, please contact us at HR@AmeriLife.com.

 

Pay Transparency Statement

We are committed to pay transparency and equity, in accordance with applicable federal, state, and local laws. Compensation for this role will be determined based on skills, qualifications, experience, and market factors. Where required by law, the pay range for this position will be disclosed in the job posting or provided upon request. Additional compensation information, such as benefits, bonuses, and commissions, will be provided as required by law. We do not discriminate or retaliate against employees or applicants for inquiring about, discussing, or disclosing their pay or the pay of another employee or applicant, as protected under applicable law. Pay ranges are available upon request.

 

Background Screening Statement

Employment offers are contingent upon the successful completion of a background screening, which may include employment verification, education verification, criminal history check, and other job-related inquiries, as permitted by law. All screenings are conducted in accordance with applicable federal, state, and local laws, and information collected will be kept confidential. If any adverse decision is made based on the results, applicants will be notified and given an opportunity to respond.