Senior New Business Customer Contact Representative – Insurance Industry Expertise

At arenaflex, we're dedicated to providing exceptional customer service and support to our clients, and we're seeking a highly skilled and experienced Senior New Business Customer Contact Representative to join our team. As a key member of our customer contact center, you will 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.

About arenaflex

arenaflex is a leading provider of annuity and life insurance products, dedicated to helping individuals and families achieve their financial goals and protect themselves against life's unexpected events. With a rich history dating back to 1959, we've built a reputation for excellence, innovation, and customer-centricity. As a national Top Workplace and a proud equal opportunity employer, we're committed to creating a dynamic, collaborative, and inclusive work environment that empowers our team members to thrive.

Job Summary

As a Senior New Business Customer Contact Representative, you will be responsible for:

• Managing a large volume of inbound calls in a timely manner, providing accurate information to phone inquiries regarding Life and Annuity new business.
• Assisting New Business Customer Contact Center Representatives in research, review, and resolution of complex customer issues.
• Handling inquiries in the best interest of the customer and company.
• Providing quality service and support to a variety of areas, including Financial Advisors, Policy Holders, and Internal Business Partners.
• Acting as a peer mentor to new hires and less tenured representatives.
• Performing administrative tasks and duties as assigned.
• Serving as a back-up in team lead's absence, handling queue monitoring and more escalated situations.

Key Responsibilities

* Handle incoming calls and ensure that inquiries and issues are resolved promptly, thoroughly, and efficiently.

• Research and document call reason and resolution, with focus on privacy regulations, processes, and procedures.
• Provide accurate and timely information to phone inquiries regarding Life and Annuity new business.
• 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 administrative tasks and duties as assigned.
• 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 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 area.

• 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 message to audience 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 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 creating a dynamic, collaborative, and inclusive work environment that empowers our team members to thrive. We offer a flexible work arrangement that allows for in-office, hybrid, and remote work options. Our employee-centric culture is built on a foundation of trust, respect, and open communication. We're committed to creating a workplace that is diverse, equitable, and inclusive, where everyone feels valued and supported.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including a salary, bonus structure, and comprehensive benefits program. Our benefits package includes medical, dental, and vision insurance, 401(k) matching, paid time off, and a range of other perks and benefits designed to support your overall well-being.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our team members grow and develop their careers. We offer a range of training and development programs, including on-the-job training, mentorship, and leadership development opportunities. Our team members have access to a range of learning resources, including online courses, webinars, and industry conferences.

How to Apply

If you're a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer, committed to creating a diverse and inclusive work environment. We welcome applications from qualified candidates of all backgrounds, experiences, and perspectives. Apply for this job