Insurance Helpdesk - Customer Service Associate

The role of the GBTS Shared Services/Help Customer Service Associate is to answer inbound calls from the client and Financial Professionals, regarding website technical support, Abandoned Property requests and Privacy enquiries. The Customer Service Associate is also responsible for making follow up outbound calls where first call resolution is not possible and managing incoming mail inboxes.

Summary of Duties

• The below outlines the main areas of responsibility:
• Take incoming calls from clients - Account owners, l Financial Advisors and prospects. Making outgoing (follow-up calls) is also a function of the role.
• Handle requests/problems for customers; investigate the situation, determine appropriate course of action and follow through with the customer on resolution.
• Provide case information and assist with online access.
• Strive to exemplify client’s core value of providing world class customer service in every customer interaction.
• Responsible for possessing a high level of technical knowledge regarding components of multiple products that are serviced by the client.
• Use computerized system for tracking, information gathering, providing information, referrals, and routine troubleshooting.
• Meets or exceeds daily productivity standards in line with set quality standards and meets all service level timelines.
• Motivate and support co-workers to attain team and department goals
• Use feedback to identify opportunities for continual performance improvement.
• Display flexibility for other issues/tasks as they arise.

Additional responsibility:

We are a large augmented team and after probation is passed, we would expect cross training into the other areas of the team.

Primary Internal Interactions

• Below outlines the interactions within the company
• LAM or AM for the purpose of reporting performance, escalation handling, clarifying concerns and seeking feedback and support
• Manager or Senior Manager for the purpose of settling unresolved issues by the LAM or AM and monthly evaluation of team performance
• Team members for the purpose of seeking cooperation and clarification on process related matters and providing assistance and support when required
• Subject Matter Experts/ Vendor Trainers for the purpose of work thread related issues and escalated transactions
• Quality Analyst for the purpose of feedback and audit

Primary External Interactions

• Take inbound calls to assist clients
• Ability to empathize with the customer
• Prioritizing customer needs
• Good problem solving , reasoning and analytical skills
• Negotiation and influencing skills
• Ability to deliver messages/responses in a clear and concise manner

Education Requirements

Undergraduate - With minimum of 2 years of College Education or equivalent work experience

Work Experience Requirements

Candidate should have a minimum of 12 months of work experience in a BPO environment. However, candidate with no experience may be considered for the job if the skill matrix shows an above average score.