Crump

Compensation

Full Description

Why Crump? We understand that our teammates are more alike than we are different and that we are One Crump. Supported by leading technology tools and a collaborative work model, we empower our people to serve clients and support each other. Strong brands are built through consistent delivery of a company’s value proposition – for both its employees and its customers. At Crump, we believe in investing in the teammates who work for us, supporting the business goals of the myriad professionals who work with us so they can best meet their clients’ needs, and bettering the communities that house our teammates. These beliefs have allowed Crump to maintain our standing as an industry top performer, not only as measured by sales results but, more importantly, by consistent customer and employee satisfaction and retention. Job Summary Proactive response to AXA Advisors inquiries for in-force policies regarding status and activity. Ensuring optimal, prompt and accurate response and service is delivered to AXA Advisors at all times. Process incoming requests for in-force policies along with complex inquiries and proactively communication status updates to AXA Advisors, with minimal direction and/or guidance. Maintain current and working knowledge of multiple carrier in-force guidelines. Following instructions independently, create professional and comprehensive correspondence/memos to carriers and agents. Effectively manage multiple priorities with differing demands and critically analyze all situations and solve problems. Acting as a liaison between the advisors and carriers, using expertise to build strong health relationships with customers. Proactively elevating inquiries and requests at Carriers when warranted. Support the necessity of changes in work environment and help guide morale in a positive direction among peers. Display role model qualities such as: positive professional attitude toward internal and external customers at all times, support team structure, dependability for being at work and available to help the team, set the bar for high standards of accountability and accuracy. Ability to cope in a fast paced job environment completion process for submission to New Business. Job Description ESSENTIAL DUTIES AND RESPONSIBILITIES Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time. Handle and process incoming agent/carrier inquiries via phone loops, faxes, and emails, including complex inquiries for inforce policies, variable agent of record changes, broker/dealer transfers and term conversions. Quality of work should be a representation of years of service in the position along with accuracy of entering and processing service requests, inquiries, term conversions and agent of record changes. Handling projects and requests that are more advanced/complex as assigned via phone, email, fax in a professional manner and by meeting or frequently exceeding established service standards. Servicing as a trainer and mentor to newer customer service associates. Provide accurate information to your customers by consistently following department procedure Documentation at a level that is necessary for you and your co-workers to accurately process requests, which includes the accuracy and the appropriate amount of data entry. Review of notes i.e: reading previously documented notes entered by teammate, co-worker, etc Knowledge of multiple carrier in-force and conversion guidelines and serving as a resource to both our internal/external customers. Use expertise to build strong healthy relationships with carrier representatives to facilitate problems resolution on inforce business. Providing back up coverage to assigned teammates in their absence and adhering to service standard and timeframes. Check customer service voicemail and customer service email box at designated times. Prioritizing and processing all assigned service requests. Service Standards - adhere to department standards, process all received request (mail, phone calls, emails and faxes) on in-force policies, and follows ups according to established department procedures in a timely manner. Prioritize workflow (i.e. service requests) including efficiently managing desk, commitment and accomplish objectives accurately and on time. Results produced are relative to that expected for the time invested. Carefully identify problems that might arise from operations, identification of lapses and loop holes in the organization's customer service department, with the use of ethical procedures and professional judgment and work closely with internal management to make sound recommendations for course of action. Training and Development - actively participate and utilize information from company sponsored training programs. Retain learned lessons from e-learning courses/weekly meeting discussions and apply to responsibilities. Ability to cope in a fast paced job environment. Ability to manage multiple priorities with differing demands and meeting established deadlines Proactively seek self-development and learning opportunities, which enhance current position and allow for advancement and growth. Generate innovative ideas, approaches, and solutions to create or expand upon to reference or resources for teammates and financial advisors (AXN website, procedures, etc.). Teamwork/Communication - Demonstrate positive, motivated behavior and provide support as well as accepts guidance from fellow co-workers and management. Modified individual objectives and desires to support the efforts of the team. Exhibit flexibility and adaptability. Support the necessity of changes in work environment and help guide morale in a positive direction among peers. Display role model qualities such as: positive professional attitude toward internal and external customers at all times, support team structure, dependability for being at work and available to help the team, set the bar for high standards of accountability and accuracy Advanced knowledge of internal systems and resources available. Serving and maintaining as the author/keeper of these individualized department resources. Consistently updating and servicing as an expert resource on multiple carrier in-force and conversion guidelines QUALIFICATIONS Required Qualifications: The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Five years of experience directly related to customer service, with extensive knowledge of department procedures and processes; understands the functions of other internal departments and processes Strong organizational and analytical skills Ability to multitask and prioritize workflow as changes occur throughout the day Strong communications skills, both verbal and non-verbal Must possess strong problem solving skills and be able to solve problems with little or no assistance Must be able to interpret a variety of detailed instructions furnished in written, verbal, diagram or schedule form Detail-oriented and strives for accuracy Individual must demonstrate strong role model skills Identifies unique ways to creating values and contributes to the departmental/company initiatives Demonstrated proficiency in basic computer applications, such as Microsoft Office software products Ability to travel, occasionally overnight Preferred Qualifications: Passing LOMA 1, LOMA 2 and LOMA 3 Equal Employment Opportunity Statement We are an Equal Opportunity Employer and value diversity at all levels of the organization. All employment decisions are made without regard to race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity or expression, age, national origin, ancestry, disability, genetic information, marital status, veteran or military status, or any other protected characteristic under applicable federal, state, or local law. We are committed to providing an inclusive, equitable, and respectful workplace where all employees can thrive. Americans with Disabilities Act (ADA) Statement We are committed to full compliance with the Americans with Disabilities Act (ADA) and all applicable state and local disability laws. Reasonable accommodations are available to qualified applicants and employees with disabilities throughout the application and employment process. Requests for accommodation will be handled confidentially. If you require assistance or accommodation during the application process, please contact us at HR@AmeriLife.com. Pay Transparency Statement We are committed to pay transparency and equity, in accordance with applicable federal, state, and local laws. Compensation for this role will be determined based on skills, qualifications, experience, and market factors. Where required by law, the pay range for this position will be disclosed in the job posting or provided upon request. Additional compensation information, such as benefits, bonuses, and commissions, will be provided as required by law. We do not discriminate or retaliate against employees or applicants for inquiring about, discussing, or disclosing their pay or the pay of another employee or applicant, as protected under applicable law. Pay ranges are available upon request. Background Screening Statement Employment offers are contingent upon the successful completion of a background screening, which may include employment verification, education verification, criminal history check, and other job-related inquiries, as permitted by law. All screenings are conducted in accordance with applicable federal, state, and local laws, and information collected will be kept confidential. If any adverse decision is made based on the results, applicants will be notified and given an opportunity to respond. Join a company where your contributions make a difference. The demand for financial services is growing--7 in 10 Americans agree the pandemic has been a wake-up call to re-evaluate long-term financial goals. * Our business units go to market under different brands (Crump, RiskRighter, Tellus Brokerage Connections, TIME, and Truist Life Insurance Services), yet we all support our mission of delivering more resources, insurance, and retirement solutions, and creating a perfect client experience for financial professionals and consumers. Our culture focuses on embracing diversity and inclusion, while fostering a “place I want to be” environment for teammates. If you are passionate about creating change by providing unmatched service, then we may be the place for you. We are a high-performance organization that values our teammates’ contributions to our success. We offer a one-stop shop working closely with the industry’s highest-rated and most competitive carriers for life, annuities, long term care, linked benefits, and disability insurance and to provide seamless access to our in-house expertise for each product line. Crump, a leading third-party distributor and service provider of insurance and retirement products, is part of TIH Insurance.