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Customer Solutions Specialist in Addison, TX at NTA Life

Date Posted: 4/6/2018

Job Snapshot

Job Description

Customer Service is one of NTA Life’s Core Values. Customer Solutions Specialists are in a unique role that allows them to be exposed to and interact with every department of NTA Life including Agent Support, Claims, Underwriting, New Business, Policy Owner Services, Premium Accounting, Marketing, Information Technology, Project Management, Legal, Compliance and Actuarial.

The Customer Solutions Department is a great place to learn how each area of NTA Life functions and how their role contributes to the success of the company and the satisfaction of our customers. We believe working in the Customer Solutions Department helps our employees develop the skills necessary to move into new roles in other departments as they become qualified and openings become available.

Position Summary

The Customer Solutions Specialist is responsible for answering incoming customer calls and providing exceptional customer service in an effort to build customer satisfaction and loyalty. A summary of this position’s requirements follow below:

  • Ability to effectively communicate including written and verbal skills.
  • Listening skills required to interface with customers, within and outside the company.
  • Knowledge of the following:
    • Industry terminology
    • Organizational procedures
    • Ability to maintain a service-oriented and professional working environment.

Essential Functions

  • Answer inbound calls and document customer requests.
  • Handle incoming/outgoing mail, email, faxes and/or any other type of correspondence from customers.
  • Provide superior customer service and strive for one-call resolution of customer issues.
  • Provide problem- resolution regarding service issues on an as needed basis.
  • Place outbound calls in a follow- up queue for future resolution.
  • Record each contact into the computer system for tracking purposes and monitor resolution.
  • Work closely with other departments to assist customers and resolve issues.
  • Recognize, document, and alert the Supervisor of trends in customer communication.
  • Maintain minimum quality standards in both account maintenance accuracy and call monitoring expectations.
  • Maintain minimum standard of schedule adherence.
  • Work on special projects and other duties as assigned.                                                                                 

Job Specific Skills

The Customer Solutions Specialist will possess the following knowledge, skills and abilities:

  • Active Listening:  Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Speaking:  Talking to others to convey information effectively and professionally.
  • Reading Comprehension:  Understanding context, written sentences and paragraphs in work related documents.
  • Critical Thinking:  Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Time Management:  Managing one's own time.
  • Problem Sensitivity:  The ability to tell when something is wrong or is likely to go wrong. This does not involve solving the problem, only recognizing there is a problem.
  • Written Comprehension:  The ability to read and understand information and ideas presented in writing.

Job Requirements

Experience and Education

  • High School Diploma or GED
  • Two or more years of Customer Service experience in a call center environment
  • Bachelor's Degree with at least 2 years of Customer Service experience in lieu of call center experience

Job 
Requirements

  • Strong communication and telephone skills
  • Ability to understand and interpret policy provisions and benefits
  • Computer skills and a working knowledge of the Microsoft Office Suite
  • Ability to prioritize tasks
  • Positive attitude

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