Truist Customer Service Representative 

United States, Pennsylvania, Harrisburg 

338583435

Regular or Temporary:

English (Required)

1st shift (United States of America)

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.
1. Handle incoming agent/carrier inquiries via phone calls, faxes, emails, including the complex types of calls, for in-force policies, variable agent of record changes, broker/dealer transfers and term conversions.
2. Process all assigned in-force policy service request, work orders, conversions, agent of record changes and broker/dealer transfers. Quality- provide input and utilize department created techniques. Accuracy of entering and processing service requests, inquiries, term conversions and agent of record changes. Provide accurate information to your customers by consistently following department procedure
3. Creating physical files and data entry of new cases entered into appropriate systems.
4. Documentation at a level that is necessary for you and your co-workers to accurately process requests, which includes the accuracy and which includes the appropriate amount of detail entry. Preparedness-Review of notes i.e: reading previously documented notes entered by teammate, co-worker, etc
5. Handle internal/external inquiries or problems via Customer Service phone loop, email, fax in a professional manger and by meeting established service standards. Analyze problems thoroughly, think outside of the box, determining appropriate course of action and validate with supervisor as appropriate
6. Establish working knowledge of multiple carrier in-force and conversion guidelines.
7. Gain positive working relationships with carrier representatives to facilitate problems resolution on in-force business.9. 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 work flow (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.
10. Applying best practices and implement suggested recommendations shared by fellow teammates and Supervisor
11. Communicating with AXA Advisor's on a regular basis to provide direction, guidance and status of services requests, variable agent of record changes, broker/dealer transfers and term conversions.
12. Analyze problems thoroughly, think outside of the box, determining appropriate course of action and validate with supervisor as appropriate. Able to handle most calls and transactions independently. Know when to seek guidance and direction from team or Supervisor for situations that fall outside of the normal processing or fall outside of established procedures. Recognize potential problems and elevate to supervisor promptly.
13. 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.15. Teamwork/Communication - Demonstrate positive, motivated behavior and provide support as well as accepts guidance from fellow co-workers and managementThe 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.
1. High School diploma
2. One year of experience, preferably in insurance industry
3. Efficient PC keyboarding skills in Windows-based applications
4. Ability to read and interpret documents such as carrier forms, agent information, and procedure manuals
5. Organizational and analytical skills
6. Strong, positive verbal and written communication skills
7. Must possess strong problem solving skills and be able to solve problems with little or no assistance
8. Must be able to interpret a variety of detailed instructions furnished in written, verbal, diagram or schedule form
9. Detail oriented and strives for accuracy
10. Must have sense of urgency and be able to prioritize workload in an efficient manner
11. Individual must demonstrate strong role model skills and be able to prioritize workflow as changes occur throughout the day
1. Passing LOMA 1

General Description of Available Benefits for Eligible Employees of TIH:
. Eligible employees may have the opportunity to participate in a deferred compensation plan and/or have an ownership interest in TIH in the form of profits interest or capital interest. As you advance through the hiring process, you will learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.