Financial Planning and Analysis

• Delivers a personalized and remarkable experience for our clients by answering their questions, providing servicing options and helping them with their products or services in a call center environment.
• Expert at resolving inquiries and transactions from Financial Reps and clients on basic, intermediate (semi-complex), calls and transactions in a registered area and proficient at complex work.
• Researches and evaluates possible solutions to complex problems that require identifying root cause and deviation from procedures and handles escalation resolution.
• Regularly promotes client retention and identifies opportunities for the field to build existing relationship, knows when to refer back to the field for follow up.
• Takes ownership of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers.
• Ability to de-escalate client experience situations effectively while guiding clients through complex and unique inquiries.
• Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.
• Embraces new technology and serves as an advocate for website and self-service capabilities by educating clients and field.
• Understands risks and impacts that the transaction has on the client or policy.
• Understands how systems connect to processes and outcomes.
• Supports digital savvy capabilities in self and others/Understands how to explain system limits and capabilities to others.
• Lead others through change (help others adapt to changing environments and accept new situations).
• Works effectively with unstructured teams, situations or environment.
• Fosters a professional relationship with our clients to enhance brand loyalty.
• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards.
• Coach, mentor or train others as needed.

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