Role Summary

This role is part of the Client Services Operations organization and supports the day-to-day servicing needs of clients and Financial Representatives. The position is responsible for delivering high-quality client service through accurate transaction processing, issue resolution, and clear communication across a range of investment-related inquiries. Associates in this role handle phone-based and transactional work, navigate multiple systems, and follow established processes while applying sound judgment to resolve more complex scenarios. The focus is on operational excellence, risk awareness, and providing a consistent, professional client experience.

Primary Duties and Responsibilities

• Delivers a personalized and exceptional experience for clients by answering questions, providing servicing options, and supporting products or services in a call center environment.

• Proficient in resolving basic and intermediate (semi-complex) inquiries and transactions from Financial Representatives and clients within a registered area, while continuing to develop proficiency in more complex work.

• Researches and evaluates potential solutions to complex problems, which may require identifying root causes and navigating deviations from standard procedures.

• Takes ownership of calls and anticipates future issues to avoid repeat calls and unnecessary transfers.

• Effectively de-escalates challenging client situations while guiding clients through complex or unique inquiries.

• Serves as a trusted advocate for Financial Representatives and partners with them to meet client needs.

• Embraces new technology and promotes website and self-service capabilities by educating clients and field partners, while understanding the risks and impacts transactions may have on clients or policies.

• Understands how systems connect to processes and outcomes.

• Drives change and supports continuous improvement by helping develop processes and provisions to accommodate evolving business needs.

• Fosters professional relationships with clients to enhance brand loyalty.

• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards.

• Adapts work priorities to meet changing business and customer demands.

Qualifications

• Associate degree in business or a related field, or an equivalent combination of education and experience.

• Minimum of two years of related customer service experience with demonstrated customer service skills.

• Advanced understanding of investment or income products or markets (e.g., VA, VL, VUL, Retirement, or Business markets).

• Basic understanding of tax implications.

• Strong written and verbal communication skills.

• Ability to multitask and manage a high volume of calls or caseloads with a high degree of accuracy.

• Strong organizational skills with the ability to prioritize tasks effectively.

• Demonstrated desire to continuously learn and improve.

• Strong problem-solving skills with the ability to provide effective options and solutions.

• Demonstrated computer proficiency with solid keyboarding skills and experience using common software applications.