Job Description

Title : Customer Service Consultant

Location: Fully Onsite (downtown Cincinnati) 400 Broadway St, Cincinnati, OH 45208

Openings: 2

Duration : Direct Hire

Salary: $40,000/year-$45,600/year with a $1000 Sign on Bonus (multiple pay increase opportunities in the first year)

Shifts:

• 8am- 5pm
• 9:15am – 6pm

Interview Process : 2-3 rounds

Must Haves

• Prior experience in the service industry (working with customers)
• Highschool diploma
• Strong communication and interpersonal skills

Other soft skills include:

• ability to work in fast paced environment
• confidence
• timeliness & reliable

Plusses

• Prior call center experience
• Bachelor's degree
• Desire for long term opportunity & to grow in the company

Day to Day

A large financial group in Cincinnati is seeking Customer Service Consultants to join their Enterprise Engagement Center. This team is completing inbound service calls to current clients regarding payments, annuities, life insurance qualifications, beneficiaries, etc.

More responsibilities include:

• Reviews, researches and/or analyzes necessary policy data in order to resolve client inquiries or concerns via telephone, written correspondence, email or online chat.
• Provides professional and courteous service, including diffusing escalated clients to resolve concerns; completes service requests within departmental service levels.
• Proactively seeks resolution to client issues; uses solid judgment in recognizing the need to escalate situations to management.
• Provides analysis and service for all products
• Makes independent decisions regarding customer requests, and processes policy transactions on administrative systems as necessary.
• Maintains accurate information and documentation in Salesforce Customer First Platform.
• Required to utilize multiple administration systems to service clients.
• Proactively conducts outbound calls to follow up on previous client concerns to ensure issues were resolved accurately and timely.
• Analyzes client trends to identify and mitigate risk to the Enterprise, including, but not limited to, anti-money laundering, privacy concerns, premium financing and unethical practices.
• Requires developing and maintaining comprehensive knowledge of state regulations, required forms, policy details, processes, current and discontinued products, etc.
• Develops and maintains positive working relationships with internal and external clients.
• Identifies cross-selling opportunities and utilizes tailored approaches to secure sales leads.
• Proactively conducts conservation efforts to retain business.
• Processes all work requests received through Imaging from various departments within established service levels.
• Identifies system or procedural problems and recommends improvements to benefit clients or home office associates.
• Services walk-in clients to the Home Office.
• Performs other duties as assigned by management.

Compensation:

$40k per year to $45,600k per year annual salary. [If client has provided an exact salary, then no need to use a range; also, if the client has provided an hourly rate, then use same hourly language from the Contract/Contract-to-Hire section above.]

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role include: [description should be provided by the client since this is for a perm position- they will not receive IG benefits. If client does not provide it upon our request, we can insert something generic like "Benefit packages for this role may include healthcare insurance offerings and paid leave as provided by applicable law."]

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