Associate, Call Center Agent - Outbound

SUMMARY:

The Associate, Call Center Agent-Outbound Call Center performs appropriate sales activities as established by the Outbound Call Center Manger. Activities include, but may not be limited to, phoning policyholders and prospects to evaluate insurance needs, making recommendations, completing applications, policy delivery, and obtaining referrals. Activities will be managed through the company’s CRM.

RESPONSIBILITIES:

• Achieve established sales activity metrics, primarily through outbound calls to policyholders and other lead sources
• Determine client needs and offer solutions based on those needs
• Make recommendations within the client’s budget and facilitate the application process
• Deliver and review the contract to ensure client satisfaction
• Create and maintain pipeline of referrals throughout the course of normal business
• Achieve ongoing agent sales activity and drive continuous improvements, ultimately ensuring that sales objectives are achieved
• Adhere to risk and compliance standards, including call center standards, and quality control (i.e., adherence, utilization, occupancy)
• Communicate and collaborate with various business units as necessary
• Provide excellent customer service and adhere to quality and productivity standards, deadlines, and proper procedures

EDUCATION and EXPERIENCE:

• High School Diploma or equivalent GED required
• Resident state life insurance license required
• Must be proficient in MS Office
• CRM and previous call center phone systems strongly preferred
• 1 year of sales and/or call center experience strongly preferred
• Life insurance experience preferred

SKILLS AND KNOWLEDGE:

• Willingness to learn of life insurance products and distribution
• Familiarity with outbound call center operations and best practices including quality management and workforce management
• Customer service-oriented, problem-solver, and ability to communicate professionally and effectively

COMPETENCIES:Drive - Displays motivation, is proactive and resourceful in daily work. Persists to complete responsibilities, even in the face of difficulties, is optimistic and tenacious throughout.

Collaboration - Able to actively listen to others and build relationships and trust, effectively handle conflict and interact with tact and respect. Articulates ideas and concerns so others are able to understand and is sensitive to others and is able to adapt to different types of individuals.

Able to cooperate and collaborate with colleagues to achieve shared goals and encourages others and seeks out opportunities to collaborate across the business.

Adaptable - Willingly adapts to constantly changing circumstances while maintaining perspective. Engaging in continuous learning, adjusting the application of knowledge, skills and abilities while addressing new challenges. Accepts constructive feedback.

Responsible - Follows through on commitments; clearly defines mutual expectations of selves & others. Responds to demands of job by accepting responsibility for assignments, shows initiative and takes timely and appropriate actions to meet needs.

Execution - Thinks critically and has the best interests of the company, colleagues, and customers in mind when approaching situations. Anticipates obstacles and assesses situation to determine best possible solution. Demonstrates an ability to get essential information and exercises sound judgments about alternatives. Knows both technical and practical aspects of the job and continually updates skills and knowledge.