Contact Center Representative We are driven to do more. More for our customers and the financial professionals who offer our products. If you are driven to do more and love the challenge of pursuing more, Athene is your kind of company. You will find we offer more than the basics to create an inclusive and dynamic work environment at our various locations. Purpose: As a Contact Center Representative, you will be our front line of outstanding service! Our representatives answer an average of 45-55 inbound calls per day, ranging from simple requests to market-sensitive, sophisticated inquiries from clients and financial professionals. Contact Center Representatives receive extensive customer service training, product, & system training to remain current with operational policies, new products, and procedures. This position is eligible for quarterly and yearly incentives.
Accountabilities:
Receives and processes requests from agents, policy owners, and third parties via incoming calls.
Educates customers on Athene products and answer questions related to the company's products such as product changes, tax consequences, state regulations, claims, etc.
Provides information regarding individual policies including beneficiary information, explanation of values, terms and conditions.
Ensures and documents the appropriate response to each question, which can range from the simple to moderately complex.
Processes a variety of transactions include address changes, beneficiary changes, partial withdrawals, replacements, ownership changes, etc.
Formulates correspondence with customers through various communication channels and takes initiative to be a solution seeker.
Qualifications and Experience:
1+ years of customer service experience required; knowledge of annuities a bonus, but not required.
Ability to multi-task and navigate multiple administrative systems required.
Effective verbal and written communications, with shown success explaining concepts and processes to a diverse customer base.
Demonstrated success researching and effectively applying available knowledge and product resources in various situations and respond to change in a positive manner.
Ability to learn and retain a large amount of detailed information within a short period of time.
Ability to optimally handle heavy call volumes and meet attendance and punctuality standards.
Ability to understand and explain simple to sophisticated tax calculations and regulations related to annuity products, contracts, and disbursements.
Drive. Discipline. Confidence. Focus. Commitment. Learn more about working at Athene.
Athene is a Military Friendly Employer! Learn more about how we support our Veterans.
Athene is committed to inclusion and is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, veteran status or any other status protected by federal, state or local law.
