Specialized Client Care Srvcs Rep; NRF - LTC

We are dedicated to making a positive impact through our Long-Term Care (LTC) Contact Center. We help clients and Financial Advisors make informed decisions about long‑term care current plan options.

This position supports our field and clients with the management and coordination of their long‑term care plans. Team members collaborate closely with financial representatives, their staff, and company colleagues to provide exceptional client support.

• Deliver 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.
• Become proficient at resolving inquiries and transactions from Financial Reps and clients on basic and intermediate (semi‑complex) level calls and transactions in a specialized area.
• Research and evaluate possible solutions to semi‑complex problems that require identifying root cause and some deviations from procedures.
• Take ownership of calls and begin to anticipate future issues to avoid repeat calls and unnecessary call transfers.
• De‑escalate client experience situations and apply skills learned in Effortless Experience training (CEB) to all situations.
• Serve as a trusted advocate for our Financial Representatives and partner with them to meet the needs of our clients.
• Embrace new technology, educate clients and Financial Representatives on our client website and self‑service capabilities and understand risks and impacts that the transaction has on the client or policy.
• Embrace change by keeping an open mind to new ideas, and readily adjust to new or changing processes.
• Embrace continuous improvement by identifying opportunities for improvement.
• Foster a professional relationship with our clients to enhance brand loyalty.
• Handle phone and transactional responsibilities while adhering to strict confidentiality and privacy standards.
• Multi‑task between phone and casework/transactional duties with a high degree of accuracy and quality.

• Associate’s degree in business or related field or equivalent combination of education and experience. Minimum of 1 year related customer service experience with proven customer service skills.
• Basic understanding of specialized products and/or markets (i.e. DI, LTC, Whole Life, COLI/BOLI, etc.).
• Basic understanding of risk products or processes.
• Basic understanding of financial planning.
• Strong written and verbal communication skills.
• Ability to multi‑task and handle high volume of calls/case load with the greatest possible degree of accuracy.
• Strong organization skills with the ability to prioritize tasks.
• Ability to welcome change and embrace continuous improvement in a fast‑paced work environment.
• Strong problem‑solving skills and ability to provide options.
• A strong desire to continuously learn and improve.
• Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages.
• Ability to navigate multiple systems and applications to complete standard requests.
• Successful completion of any required testing.

• Accountability: Holds self and direct reports accountable for measurable, high‑quality, timely, and cost‑effective results, delivery, and execution. Determines objectives, sets priorities, delegates work, and accepts responsibility for mistakes.
• Attention to Detail: Focuses on specific details to spot and correct errors in advance of them being found and surpass quality expectations. Performs work with thorough proofreading for presentation, content, accuracy, and overall quality.
• Information Optimization: Understands and utilizes the correct amount of information gathering required, without the full picture, while identifying what information is critical and what information can be omitted in order to make a decision.
• Interpersonal Savvy: Relates well to all kinds of people inside and outside of the organization. Builds appropriate rapport, constructive and effective relationships. Uses diplomacy and tact and diffuses high‑tension situations comfortably.

Pay Range – Start: $20.11
Pay Range – End: $30.16