MULTIPLE POSITIONS AVAILABLE!
Do you enjoy helping others and like to go above and beyond to make things right? Are you able to find resolutions when things seem impossible? Would you like to work for a company that is committed to providing top rated financial products and service to its customers?
Are you ready to make a commitment to your career? Allianz Life will invest in your success with a 5 month training program that provides a supportive leadership team, lively culture and continuous training on product and procedures. Whether you choose to grow your career within the contact center or move to another area within the company the training and experience you receive through our classroom and on the job training prepares you for a successful career with Allianz.At Allianz we believe in doing meaningful work that positively impacts our customers, our community and our employees. Allianz Life. What you do here matters.

Job Purpose/Role:
The Customer Service Representative provides prompt, professional and accurate responses to telephone inquiries from registered representatives, contract owners, third party inquiries, beneficiaries and others. This fast-paced position requires end-to-end product knowledge of Allianz products as well as the ability to thrive in a structured and active inbound call-center environment. This individual will be responsible for answering inquiries on product features, understanding product performance and educating owners on the features of our products. The Customer Service Representative will work with the Call Center leadership team to meet and exceed published benchmarks related to soft skills, accuracy, call handle time, adherence and attendance.

Key Responsibilities:
– Research and respond efficiently and effectively to service inquiries via inbound phone calls.
– Build positive business relationships with all customers by listening, interpreting, and responding on a timely basis.
– Maintain performance level based on company specified benchmarks and objectives. Primary performance is measured based on a combination of quality, timeliness, and availability to the customer.
– Proactively identify problems, issues, and recommend creative solutions that produce results and favorable outcomes for the client, department, and company.
– Assist with escalated customer issues that may include investigation and recovery recommendations.
– Navigate systems and tools to demonstrate business knowledge to meet the customers’ needs.
– May require deviation from standard scripts and procedures to assist customers with understanding of products, procedures and basic tax information.
– Participate in on-going training programs or on-the-job development to further learn the business, products, and customers as appropriate.
Key Requirements/Skills/Experience
– Strong communication skills (verbal/interpersonal)
– Complex multi-tasker
– Relationship-oriented and positive
– Information seeker
– Dependable and goal-oriented
– Computer skills and ability to navigate multiple desktop applications while speaking to customers
– One-year experience in contact center or customer service required
– High School Diploma required; College degree highly preferred
– Ability to work shift-times between 7am-6pm (shift selection is based on employee performance)

• Demonstrate basic understanding of phone system
• Demonstrate an understanding of first call resolution and customer experience
• Complete 1st tier of training (5 months) mastering the following: Fixed Annuity Front End/Inforce/Commissions/Contracting/New Business
• Meet quality and productivity benchmarks for 3 consecutive months following training

• Complete 2nd tier of training, mastering one of the following:  Life Commissions/Contracting/Funds, or Variable Annuity Service
• Meet quality and productivity benchmarks for 3 consecutive months

• Complete 1st and  2nd tier of additional product line training
• Meet quality and productivity benchmarks for 3 consecutive months

• Complete training on answering A-List calls (dealing with top producers)
• Meet quality and productivity benchmarks for 3 consecutive months

Allianz of America | www.allianzlife.com