Client Service Specialist

OR-Mkt E (Portland area), Portland, OR 97209, USA

M Financial Group is a community of leaders comprising the best and brightest minds in our industry. By combining individuals’ expertise and skill, M Financial Group has become a powerful force committed to advancing the interests of our industry, communities, and clients for over 40 years. M’s solutions are rooted in the diverse expertise of our team, our collaborative approach to innovation and our comprehensive support.

We embrace a progressive, dynamic mindset for every role. M Financial Group provides a professional community that actively supports individuals with diverse backgrounds and perspectives who come together to build and support best‑in‑class solutions.

ROLE

SUMMARY:

The Customer Service Specialist plays a key role in delivering exceptional service to contract owners, agents, and third parties within a fast‑paced financial services call center. In this role, you will provide accurate, timely, and courteous responses to telephone inquiries while utilizing multiple systems to research, process, and explain life and annuity products. You will be expected to demonstrate strong product knowledge, effective communication skills, and the ability to navigate complex financial concepts.

Maintaining professionalism and meeting quality and efficiency standards is essential.

KEY RESPONSIBILITIES:

Customer Support & Communication

• Take initiative and ownership of every call to ensure a positive and complete resolution.
• Deliver clear, accurate answers and solutions that all parties can understand.
• Maintain a professional, courteous, and empathetic demeanor in all interactions.
• Handle a high volume of requests related to life and annuity product inquiries, policy servicing, transactions, and financial product explanations.

Research & Problem Resolution

• Research customer information using multiple internal systems and databases.
• Manage return calls, escalations, and follow‑up actions as required.
• Work closely with carriers to reconcile system issues related to pricing and/or trading errors ensuring they are resolved quickly and accurately.

Documentation & Systems Navigation

• Navigate multiple computer systems, applications, and search tools simultaneously.
• Document policy details and client interactions accurately and promptly, ensuring information is available for all internal teams.
• Adhere to all call flow processes, compliance requirements, and call quality guidelines.
• Demonstrate a solid understanding of life insurance, annuity products, and associated financial concepts.
• Explain policy features, contract provisions, financial transactions, and account values to customers.
• Display a willingness to continually learn and apply new financial systems and processes.

Performance & Quality

• Meet or exceed established quality assurance, accuracy, efficiency metrics, and SLA’s.
• Maintain organization, follow‑through, and attention to detail while balancing competing priorities.

QUALIFICATIONS

• Experience in the financial industry preferred (familiar with exempt funds)
• Experience with Salesforce or other CRM system a plus
• Excellent written and verbal communication skills with the ability to translate technical information to a non‑technical audience and present findings to teams
• Accuracy and attention to detail are critical for success
• Strong problem solving skills in order to articulate end‑to‑end processes
• Strong interpersonal skills to effectively communicate and build relationships with team members
• Ability to quickly develop effective working relationships with internal and external stakeholders. Able to work, both independently as well as a member of a team
• Working knowledge of Microsoft Office Suite

JOB CONDITIONS AND ENVIRONMENT

• Hybrid work environment in Portland, OR offering a blend of virtual/work from home and onsite days designed to support flexibility
• Normal office environment/desk assignment
• Extensive use of PCs, computer terminal, display, keyboard, and mouse
• Extensive hands‑on work with documents, spreadsheets, and other written documents

This position description is not intended to be and should not be construed as an all‑inclusive list of responsibilities, skills or working conditions associated with this position. While this description is intended to accurately reflect the position’s activities and requirements, management reserves the right to modify, add or remove duties as necessary.

M Financial is proud to be an equal opportunity workplace.

Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.