Customer Support

• Process cases utilizing various workflow, administrative, and LOB (Line of Business) systems accurately and cost-effectively and in compliance with internal service and state and federal regulatory standards
• Analyze cases for IGO and determine level of complexity of the request
• Determine if case should be routed/handed off to other business resource based upon the complexity of the request
• Contact the appropriate resource to assist in resolving the request, if NIGO
• This would include contacting the member, FA (Financial Associate), internal business units, vendors or external business resources
• Handles sensitive communications with customers and financial associates, which may include highly confidential information or complaints
• Resolves telephone and written inquiries from internal and external customer contacts in a prompt, efficient manner, giving correct thorough responses to needs and requests
• Documents calls, written communications, etc. made in an attempt to gather, or upon gathering the missing information needed to process the paperwork

Customer Service Representative, Annuity Inforce Processing

Customer Service Support Representative – Client Billing

Licensed Customer Service Representative

Bilingual Licensed Customer Service Representative

Lead Customer Support Associate

Customer Service Representative