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  • Service Consultant

    Western & Southern Financial Group
    Job Description
    Western & Southern Financial Group has an immediate opportunity for a Service Consultant.
    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 for making an established range of decisions, escalating to manager when necessary and updating manager on a regular basis.
    Position Responsibilities:
    • Responsible for proactively resolving service inquires received via telephone, email or written correspondence from internal and external clients.
    • Provides professional and courteous service including diffusing escalated clients to resolve concerns; completes service requests within departmental service levels.
    • Gathers, researches, analyzes and documents policy information to provide accurate information to clients.
    • Works closely with various departments to answer inquiries and coordinates resolution.
    • Solicits client suggestions and makes recommendations for improvement to management.
    • Makes independent decisions regarding customer requests, and processes policy transactions on administrative systems as necessary.
    • Identifies cross-selling opportunities and utilizes tailored approaches to secure sales leads.
    • Proactively conducts conservation efforts to retain business.
    • Analyzes trends in requests from clients in order to identify risk to the Company, including, but not limited to, anti-money laundering, privacy concerns and unethical practices.
    • Proactively conducts outbound calls to follow up on previous client concerns to ensure issues were resolved accurately and timely.
    • Assists walk-in clients with premium payments and balances cashbox.
    • Remains current on all industry product and company knowledge.
    • 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 while following proper rules of punctuation, dictation and style. Ability to prepare correspondence, reports and forms using a prescribed format. Experience must include strong telephone communication and etiquette skills.
    • 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 relations issues and policy/procedure changes, etc., and providing effective recommendations to resolve.
    • Demonstrated strong attention to detail with excellent organizational 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.
    Work Setting:
    • This position works in an office setting and remains in a continuous stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings. Position requires substantial movement of wrist, hands and fingers for continuous computer work.
    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.
    • Shift work (to include evenings or weekends) when necessary.
    • To apply for this post please visit: https://wsfg.csod.com/ats/careersite/jobdetails.aspx?site=24&c=wsfg&id=1357&source=indeed
    Contact Information