POSITION OVERVIEW

Global Atlantic has an exciting opportunity for a Customer Service Representative to join our Hartford, CT office.

This role will be joining Global Atlantic as part of a new class of 20 contact center staff that we are hiring to begin their training on April 10th 2023.

This classroom training will run for approximately 6-8 weeks, Monday – Friday in office from 8:30am – 5:00pm EST.

After graduating from our training program you will work a hybrid schedule, 3 days/week in the office and 2 days/week from home. Shift hours are Monday - Friday 10:30am – 7:00pm EST.

This role will participate as a member of a team of customer service representatives engaged in processing insurance support phone calls, post call activities and completion of call back commitments involving our insurance customers, internal and external, by performing the following duties:

RESPONSIBILITIES:

• Understands insurance products, procedures, and system capabilities
• Responds to inbound calls providing excellent customer service
• Documents telephone conversations and written communication into a computer database or tracking system maintaining accurate corresponding hard copy files where applicable
• Receives and resolves telephone inquiries from parties of the contract within service standards
• Identify, communicate, and proactively work to solve problems or issues
• Accurately answer all consumer/customer questions regarding all Global Atlantic products and accurately articulate features, advantages, and benefits and understanding the variances by State
• Investigates client request or complaints utilizing system and contract provisions to provide resolution within established administrative and compliance guidelines
• Focuses on Global Atlantic’s long-term success by building strong (internal and external) customer relationships
• Responsible for reporting to work at the start of scheduled shift and must be comfortable with having all calls recorded for quality assurance. Ability to work shifts that include late evening work shifts
• Main contact for assigned sales representatives, accounts, and states
• Provides a broad range of technical and operational support to clients and agents
• Knowledgeable in using reporting tools and using good judgment when supplying reports to external customer and ensuring no breach in privacy
• Participation in team meetings and other cross functional groups is expected
• This person is knowledgeable in commission triggers by product, commission payment and chargeback by product and distribution channel
• Provides other duties as assigned by management

REQUIRED QUALIFICATIONS:

• Bachelor’s degree or equivalent work experience
• 1+ years’ experience in customer service
• Strong PC and Software skills, especially Microsoft Office products
• Insurance industry knowledge is a plus

PREFERRED QUALIFICATION:

• Proven ability to grasp new products, concepts, and procedures
• Understanding of the industry, sales process, and distribution channel
• Strong attention to detail with excellent organizational skills
• Great interpersonal and team skills required
• Strong written and oral communication skills
• Excellent phone presence and presentation
• Ability to maintain positive attitude and composure in dealing with difficult situations
• Demonstrated flexibility with schedules and time management
• This position is not eligible for visa candidates now or in the future. We have lifted our vaccination requirement at this time.

Job Type: Full-time

Pay: $19.00 - $21.40 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 1 year
• 2 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid remote

Ability to commute/relocate:

• Hartford, CT: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you able to work full time after our 8 week paid training is complete in a 3/2 hybrid (in office/remote) schedule Monday - Friday 10:30am-7pm ET ?

Work Location: Hybrid remote in Hartford, CT

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