Job Details

Client Service Advocate

Job Purpose

Provides world-class customer service and support to business partners, customers, internal associates and other financial firms by responding to questions regarding product features, benefits and administrative requirements. Responsible for documentation, performing account maintenance changes and resolving basic issues.

Essential Responsibilities

• Answers incoming telephone calls from our business partners, customers and internal associates regarding new or existing Jackson accounts on one or more lines of business (e.g. new business or inforce aspects on one or more trained product lines).
• Responds to questions regarding product features, benefits, account status and transfers of assets from other financial firms.
• Effectively communicates administrative “good order” requirements, processes and procedures.
• Documents interactions with customer contacts received and initiated.
• Utilizes multiple technology-based applications simultaneously.
• Identifies and resolves basic customer service issues; escalates issues for resolution as necessary.
• Drafts and distributes requests to associates or areas using work tracking or email systems.
• Follows up with internal and external customers.
• Demonstrates strong customer service.

Other Duties

• Must meet departmental production and quality standards related to product and job levels (i.e., average daily call volume, average call handle time, target quality scores, adherence to documentation/standards, etc.).
• Performs other duties and/or projects as assigned.

Knowledge, Skills and Abilities

• Ability to learn and understand features and administrative requirements for assigned product lines.
• Ability to acquire understanding of Jackson’s multiple product lines, distribution channels and organizational structure.
• Good verbal and written communication skills to interact professionally with business partners, customers, coworkers and management.
• Ability to actively listen, interpret customer requests and respond with the appropriate information.
• Ability to navigate and utilize multiple software and mainframe computer applications simultaneously to resolve customer service issues.
• Ability to work independently as well as in a team environment.
• Ability to effectively manage the demands of a high volume, image based, and phone monitored work environment.