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Job Details
Customer Service Analyst
Company: W&S Life Insurance Company
Job ID #: 3904
Location: Cincinnati, OH
Functional Area: Financial Services
Department: Client Relationship Center - Customer Service
Position Type: Full-Time Regular
Education Required: Not Indicated
Experience Required: Not Indicated
Relocation Provided:



Western & Southern Financial Group has an immediate opportunity for a Customer Service Analyst.

Summary of Responsibilities:
Builds client relationships by researching, analyzing and resolving service requests and complaints.  Identifies possible cross-selling opportunities through lead generation.  Conducts conservation efforts to retain clients’ business.  Proactively contacts clients to conduct conservation efforts on overdue policies.  Works with minimal supervision and is responsible to make an established range of decisions, escalates to manager when necessary and updates manager on a regular basis.



Position Responsibilities:
•Resolves service needs, questions and complaints by telephone or written correspondence through gathering, researching and analyzing policy information.  Escalates unresolved issues to management as needed.
•Provides personable, professional and courteous service within department time standards.
•Identifies cross-selling opportunities and recommends client speak with a Home Office or Field Representative.  
•Attempts conservation of policies when surrender is requested by offering applicable options.
•Objectively documents all pertinent facts and information for future reference.  
•Updates demographic or policy information when requested by policyholder.  
•Directs follow-up work to other departments for completion.
•Remains current on new insurance products and Company procedures.
•Assists walk-in clients with premium payments and balances cashbox at end of day.
•Contacts clients to conduct conservation efforts on overdue policies.
•Retains current customers by offering all payment options (e.g., credit card payment, dividend and/or loan value).  
•Diffuses escalated clients to resolve concerns.
•Performs other duties as assigned by management.

Selection Criteria:
•Proven experience handling and effectively resolving client problems.  Must provide examples of strong customer service skills.
•Demonstrated experience maintaining a calm and professional demeanor when handling demanding situations.
•Possesses and displays excellent verbal and written communication skills with ability to convey information to internal and external clients in a clear, focused and concise manner.
•Proven experience coordinating multiple projects/assignments simultaneously and completing assigned tasks accurately and on a timely basis.
•Must cite examples of experience working in a demanding environment with heavy volume and multiple tasks.
•Demonstrated experience identifying problems arising from client relation issues and policy/procedures changes, etc., and providing effective recommendations to resolve.
•Demonstrated strong attention to detail with excellent organization skills.  Cite examples of organization and time management/methods used to manage or prioritize workload demands.
•Proven strong analytical skills, including demonstrated experience identifying and quantifying problems and providing effective resolutions.
•Demonstrated experience working effectively within a team.
•Must provide examples from working experience of going above and beyond the call of duty to assist team members.
•Proven experience effectively articulating information to clients in a patient and understanding manner while managing multiple tasks.  
•Must provide examples from work experience demonstrating flexibility to meet department and client needs.
•Demonstrated efficiency in navigating through multiple computer system applications.

Educational Requirements:
•High school diploma/GED.

Computer skills and knowledge of hardware & software required:
•Working knowledge of word processing applications.
Certifications
& licenses (i.e.  Series 6 & 63, CPA, etc.):
•None required.

Position Demands:
•Extended hours required during peak workloads or special projects.
•Sits extended periods of time taking phone calls.



Western & Southern Financial Group, a Fortune 500 company, is a dynamic family of diversified financial services companies that provides life insurance, annuities, mutual funds, retirement planning and investment products and services to help millions of consumers nationwide to plan and protect their financial futures.

With more than 5,000 associates and more than 50,000 individuals in our selling group, Western & Southern offers consumers and businesses the financial products and services they require to meet their insurance needs and investment goals. Having reached more in excess of $50 billion in assets owned and under management, we are leveraging our industry leading financial strength to fuel our growth through strategic acquisitions, increases in our current product revenue stream and expansion into new distribution channels and businesses.  

Western & Southern provides a host of benefits that include medical, dental, life, pension, 401K, free fitness facility, on-site cafeteria, and generously subsidized parking. Western & Southern promotes a stable, fulfilling and challenging environment with an emphasis on excellence and continued career development.

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