Overview

SummaryScroll down for a complete overview of what this job will require Are you the right candidate for this opportunityResponsible for technical analysis/processing of 1035 exchange life insurance applications, and determination of funds allocation and transaction legality. Responsible for initial review, obtaining requirements, and processing of exchange proceeds, you will report on non-prepaid cases and accuracy of the cost basis adjustments; meet all service expectations and regulatory guidelines under the tax code for a 1035 exchange; communicate with outside companies to obtain necessary funds; administer proceeds in a timely and accurate manner, using a wide variety of computer applications; research and implement creative solutions to complex situations related to 1035 exchanges; identify cases that require additional underwriter involvement; process cost basis for 1035 exchanges, accountable for any necessary policy corrections changes for approved 1035 exchanges; identify and apply interest charge adjustments; take final action on 1035 exchanges.This position provides a balanced mix of customer interaction and case management. Team members typically spend about half of their time supporting clients and field partners by phone and half of their time managing complex 1035 exchange cases, conducting research, obtaining requirements, and processing transactions.What You'll Do:Successfully resolves questions and inquiries from Financial Reps and clientsTakes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfersServes as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.Educates Financial Representatives on self-service capabilitiesFosters a professional relationship with our clients to enhance brand loyaltyExhibits skill in de-escalating servicing concernsAchieves productivity standards and goals while maintaining the highest level of customer serviceHandles phone and transactional responsibilities while adhering to strict confidentiality and privacy standardsAble to multi-task between phone and casework/transactional duties with the high degree of accuracy and qualityAble to work independently and with your team to consistently identify opportunities improve work processesResearches and evaluates possible solutions using all available resourcesManages casework in accordance with area service and/or productivity standardsWelcomes change and embraces an environment where continuous improvement is expected from all employeesDemonstrates a willingness to shift work priorities to meet the needs of the business and customer demandIdentifies opportunities for improvement and is an advocate for delivering viable solutions and alternativesAbility to interact with latest technologies including devices to do their jobs and interact with clientsDemonstrated ability to use computer software packages, including Word, Excel, and PowerPointWhat You'll Bring to the Role:Associates degree in business or related field or equivalent combination of education and experiencePrevious customer service experience preferredEqually strong written and verbal communication skillsNon-Registered fingerprinted will be requiredAbility to multi-task, prioritize and manage time effectivelyWillingness to embrace change in a fast paced work environmentDesire to resolve complex problemsA strong desire to continuously learn and improveDemonstrated computer experience with solid keyboarding skills and proficiency with current software packagesSuccessful completion of customer service required testingSkills You Have:Attention to Detail: Focuses on specific details to spot and correct errors in advance of them being found and surpass quality expectations. Performs work with thorough proofreading for presentation, content, accuracy, and overall quality.Case Management: Manages and maintains ownership of assigned cases, communicating status, managing require