Senior New Business Customer Contact Representative – Insurance Industry Expertise

At arenaflex, we're committed to delivering exceptional customer experiences and building long-lasting relationships with our clients. As a Senior New Business Customer Contact Representative, you'll play a vital role in driving business growth and ensuring that our customers receive the highest level of service and support.

Job Summary

We're seeking an experienced and results-driven Senior New Business Customer Contact Representative to join our team. In this role, you'll be responsible for managing a large volume of inbound calls, providing accurate information to phone inquiries regarding Life and Annuity new business, and assisting our New Business Customer Contact Center Representatives in research, review, and resolution of complex customer issues.

Key Responsibilities

* Professionally handle incoming calls and ensure that inquiries and issues are resolved promptly, thoroughly, and efficiently

• Research and document call reason and resolution, with a focus on privacy regulations, processes, and procedures
• Handle inquiries in the best interest of the customer and company
• Assist in handling complex customer issues and escalations
• Act as a peer mentor to new hires and less tenured representatives
• Provide quality service and support to a variety of areas, including Financial Advisors, Policy Holders, and Internal Business Partners
• Perform some administrative tasks and duties
• Serve as a back-up in team lead's absence, handling queue monitoring and more escalated situations

Experience and Education Requirements

* High School degree

• 3+ years of experience in customer service or call center, preferably in the insurance or financial services industry with a focus on customer service, documentation, and/or processing

Knowledge, Skills & Abilities

* Demonstrates a high-level understanding of how arenaflex is structured and the products/service offerings within respective coverage areas

• Maintains effectiveness in a changing internal environment, such as assignment to a new role or functional group
• Handles customer questions and concerns in a timely and professional manner
• Demonstrates an awareness of workloads, assists team members regardless of who owns the task
• Displays a strong skillset to frame messages to audiences appropriately with limited coaching and guidance
• Displays expert awareness of new techniques, methods, and practices
• Demonstrates a high-level awareness and understanding of digital techniques, methods, and tools used at arenaflex
• Interacts with customers appropriately on an as-needed basis
• Handles complex cases towards resolution
• Asks thoughtful questions to understand business objectives or desired outcomes
• Displays an ability to work through customer situations independently
• Demonstrates the ability to self-organize, set priorities, and manage workload
• Demonstrates a high-level understanding of how current job fits into the organizational vision
• Demonstrates a heightened awareness of workload and shares updates on availability with manager
• Understands and actively works to improve basic processes and systems
• Understands advanced data concepts
• Accepts and owns assigned project tasks; understands impact within the team or organization
• Understands expectations for interaction with vendors
• Contributes to deliverables by executing work and providing team members with appropriate status updates
• Demonstrates risk awareness and understands risk mitigation strategies

Other Requirements

* Perform other functions, duties, and projects as assigned

• Regular and punctual attendance
• Some travel may be required (less than 10%)

Work Environment and Culture

At arenaflex, we believe in an employee-centric flexible environment, which is why we offer the ability for in-office, hybrid, and remote work arrangements. During the hiring process, you'll work with your leader to decide what works best for your role. We're committed to creating a diverse and inclusive workplace where everyone feels valued and empowered to contribute. We're proud to be a national Top Workplace, an Iowa Top Workplace, and a proud equal opportunity employer.

Benefits and Perks

* Competitive salary and bonus structure

• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Opportunities for professional growth and development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

How to Apply

If you're a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information].

About arenaflex

arenaflex has been a trusted provider of annuity and life insurance products since 1959. We're committed to helping our customers achieve their financial goals and protect their loved ones. As a national Top Workplace, we're proud of our employee-centric culture and our commitment to creating a diverse and inclusive workplace.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace where everyone feels valued and empowered to contribute.

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