Solutions Center Representative

Location: 385 Jordan Road, Troy NY 12180
Hybrid Requirements: 1 week in office, 1 week at home
Working Hours:  Monday - Friday; 8:00 am - 11:00 pm - 8 hour shift will be assigned during these hours
Training Hours: Monday - Friday; 8:00 AM – 4:30 PM (first 2 weeks)
Pay Rate: $19/Hour |Paid Weekly
Contract: 12/04/2023 - 07/03/2024
Job Profile Summary:
As a Representative, you'll provide extraordinary care to our members, partners, plan sponsors and investment professionals. You will understand high-level product/plan and regulatory requirements to analyze and resolve general account, plan fees or plan inquiry questions will be key to success. Additionally, you'll effectively interpret and articulate the company's marketing strategies when communicating with customers.
Key Responsibilities:

• Receives and responds to incoming calls from investment professionals, plan sponsors and members on a variety of topics.
• Understands the different product suites, including current line-up and products no longer sold that still require servicing.
• Responsible for interpreting and applying all changes and enhancements to new and old products, based on the daily change communications.
• Identifies the question(s) behind the question to proactively offer consultative expertise and uncover the unstated need.
• Maintains a record of the conversations and follows a process of documentation to support our strategy of knowing our member better than anyone and use the information in a way that drives the relationship deeper.
• Follows all rules and regulations to ensure compliance with Client or other professional licensure requirements, policies, firms, plan documents and state and local laws.
• Educates customers to ensure understanding of tax implications, penalties/surrender charges, death benefit protection, lifetime income, capital preservation and/or benefits pertaining to the plan/contract.
• Analyzes problems to determine proper course of action, striving for first time final resolution.
• When necessary, works with internal partners to resolve escalated issues.
• Integrates lean methodology into daily interactions through problem-solving meetings and team huddles.
• Develops and grows through monthly individual meetings with leadership to set in place a career path strategy.
• Setting goals and expectations to achieve success in the role as well as future opportunities. May perform other duties as assigned.

Education:

• Associate degree, Bachelor's Degree preferred
• Undergraduate degree in finance, business administration, insurance, economics, communications highly preferred

License/Certification/Designation:

• Series 6 required
• SIE License required for conversion to NW

Experience:

• One year of experience in customer service, sales related occupations.

Knowledge, Skills and Ability:

• Knowledge of various insurance products and the sales process.
• Solid understanding of the state and local laws necessary to understand the legal implications of certain product features in different states.
• Understands the consequences of not following the Client rules and regulations.
• Excellent verbal and written communication skills to effectively communicate with others.
• Proficiency with computers and common office software.
• Ability to understand general aspects of plan/contract and utilizes technology to enhance conversations with customers.
• Other criteria, including leadership skills, competencies and experiences may take precedence.

Upon acceptance of offer, candidates will be required to submit to a 10-year criminal background check, urinalysis drug screen, and soft credit screen