Annuity Contact Center Representative III (Hybrid: Madison, WI/Waverly, IA)

At TruStage, we’re on a mission to make a brighter financial future accessible to everyone.  We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment. Passionate about building insurance and financial services solutions, we push the boundaries of what’s possible. We need you to help us shape what’s next. You’ll be encouraged to share your experiences, ideas and skills to help others take control of their financial future.

Join a team that has received numerous awards for being a top place to work: TruStage awards and recognition

Job Purpose:
 

This position is responsible for providing customer service for incoming calls related to Wealth Management and Pension Risk Transfer (PRT) products from the consumer or from callers representing the consumer including advisors.  This position is responsible for supporting a large volume of calls, educating individuals on policy provisions, interpreting financial and non-financial information online and determining what activities have transpired. 

Job Responsibilities:

• Handle incoming calls from Advisors, field staff, customers or other third parties regarding individual contracts (Fixed/Variable Annuities & Pension Risk Transfers (PRT).
• Diagnose issues and educate Advisors/customers on any aspect of their contract as needed.
• Create excellent end-to-end Advisor/customer experience by acting as a single point of contact for all servicing needs.
• Create a culture where the focus always remains on enhancing Advisor experience.
• Thoroughly document calls and corresponding details.
• Manage caller's emotions resulting in successful service resolution.
• Determine appropriate actions to resolve Advisor/Customer needs.

The above statement of duties is not intended to be all inclusive and other duties will be assigned from time to time.

Job Requirements:

• High school graduate or equivalent work experience required
• 1 year of experience in a Call Center environment
• Excellent communication and listening skills.
• High level customer service skills, with the ability to adapt to different personality types.
• Problem solving skills and ability to think on their feet.
• Ability to multi-task.
• Ability to interpret system information and navigate systems.
• Basic computer skills (internet navigation, Microsoft Office Suite).

If you’re ready to help make a difference, apply today.  A resume is required to apply. TruStage may process applicant information using an Artificial Intelligence (AI) tool.  This tool automatically generates a screening score based on how well applicant information matches the requirements and qualifications for the position. TruStage recruiters use the screening score as a guide to further evaluate candidates; the score is one component of an application review and does not automatically determine whether a candidate moves forward.  Candidates may choose to opt out of this process.

Compensation may vary based on the job level, your geographic work location, position incentive plan and exemption status.

Base Salary Range:

At TruStage, we believe a sound, inclusive benefits program is of vital importance, along with a flexible workplace that allows for work-life balance, career growth and retirement assistance. In addition to your base pay, your position may be eligible for an annual incentive (bonus) plan.  Additional benefits available to eligible employees include medical, dental, vision, employee assistance program, life insurance, disability plans, parental leave, paid time off, 401k, and tuition reimbursement, just to name a few. Beyond pay and benefits, we also recognize that flexibility, including working in a place you prefer, is essential to caring for our employees.  We will continue to strive to offer flexibility and invest in technology and other tools that will make hybrid working normal rather than an exception, so that when “life happens,” you can focus on what’s most important.

Accommodation request

TruStage is a place where everyone can bring their best self and thrive. If you need application or interview process accommodations, please contact the accessibility department.