Client Care Advocate – Annuities

Start Date: Monday, January 6, 2025

Location: Hartford, CT

Hourly Rate: $21.49 per hour + overtime with a $500 sign-on bonus 

Training:

• Training lasts approximately 12 weeks
• Training hours are Monday – Friday, in-office, from 8:30am – 5:00pm EST and consists of both classroom training sessions as well as time on the phone in the contact center fielding incoming calls.
• After training, you will follow a hybrid schedule, working three days a week in the office and two days a week from home.
• Our contact center is open as follows:
  • Monday - Thursday 8:00am - 7:00pm EST.
  • Friday 8:00am - 6:00pm EST

This role will work an 8 hour shift once training is complete.  Depending on business needs your shift will run between 8:00am EST and 7:00pm EST.

COMPANY OVERVIEW 

Global Atlantic has an exciting opportunity for a Customer Service Specialist position based in Hartford, CT. This person participates as a member of a team of customer service representatives engaged in processing insurance support phone calls, post call activities and completion of call back commitments involving our annuity customers, internal and external, by performing the following duties:

RESPONSIBILITIES: 

• Understands insurance products, procedures, and system capabilities
• Responds to inbound calls providing excellent customer service
• Documents telephone conversations and written communication into a computer database or tracking system maintaining accurate corresponding hard copy files where applicable
• Receives and resolves telephone inquiries from parties of the contract within service standards
• Identify, communicate, and proactively work to solve problems or issues
• Accurately answer all consumer/customer questions regarding all Global Atlantic products and accurately articulate features, advantages, and benefits and understanding the variances by State 
• Investigates client request or complaints utilizing system and contract provisions to provide resolution within established administrative and compliance guidelines 
• Focuses on Global Atlantic’s long-term success by building strong (internal and external) customer relationships 
• Responsible for reporting to work at the start of scheduled shift and must be comfortable with having all calls recorded for quality assurance. 
• Main contact for assigned sales representatives, accounts, and states 
• Provides a broad range of technical and operational support to clients and agents 
• Knowledgeable in using reporting tools and using good judgment when supplying reports to external customer and ensuring no breach in privacy
• Participation in team meetings and other cross functional groups is expected 
• This person is knowledgeable in commission triggers by product, commission payment and chargeback by product and distribution channel 
• Provides other duties as assigned by management

 REQUIRED QUALIFICATIONS:

• Bachelor’s degree or equivalent work experience
• 1+ years’ experience in customer service
• Strong PC and Software skills, especially Microsoft Office products
• Insurance industry knowledge is a plus

PREFERRED QUALIFICATION:

• Proven ability to grasp new products, concepts, and procedures
• Understanding of the industry, sales process, and distribution channel
• Strong attention to detail with excellent organizational skills
• Great interpersonal and team skills required
• Strong written and oral communication skills
• Excellent phone presence and presentation
• Ability to maintain positive attitude and composure in dealing with difficult situations
• Demonstrated flexibility with schedules and time management
• This position is not eligible for visa candidates now or in the future.

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