Contact Center Representative

Western & Southern Financial Group (WSFG) is a Fortune 500 Financial Services company with a long history of strength and stability. Western and Southern Life (member company of WSFG) assists families with their life insurance and financial needs. Our commitnent to our clients is to provide the highest quality products and services. Our commitment to your career success starts day one. We strive to hire best-in-class associates, and then support you in your new role. We have built a unique culture dedicated to collaboration, innovation and service to our clients and our communities. As an associate of Western & Southern Life's Client Relationship Center (CRC), you will have the opportunity to launch a successful career. On your first day you will begin to thoroughly learn our products and processes through formal training and coaching from accessible managers. Working on the front lines with our clients will allow you to make an impact on families and businesses across the country. We are currently seeking a Contact Center Representative to support our CRC Service team. With your help, we can continue to out dream, out think, out work and out perform! 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 conducts outbound calls to follow up on previous client concerns to ensure issues were resolved accurately and timely. Contact 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. 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. WHY WESTERN & SOUTHERN FINANCIAL GROUP? There has never been a better time to be an associate! Fortune 500 Company and nationally recognized leader in consumer and financial services.Financial Strength with total assets owned and managed in excess of $70 billion and a capital-to-asset ratio of 17.8%Supportive Culture where over 40% of positions filled are from within. We also offer a free fitness center, free breakfast and lunch, and tuition reimbursement.Community Involvement as one of Cincinnati's most generous corporations, with a five year total of $50 million in donations and sponsorships throughout the Greater Cincinnati area. From the Thanksgiving Day Race, to the W&S Open, to the W&S WEBN Fireworks, we impact our communities and our citizens every day through our corporate citizenship. Job Type: Full-time and Part-time positions available Starting Salary: $36,500.00 /year Cincinnati Enquirer. Keywords: Call Center Representative, Location: Cincinnati, OH - 45202