About the Role
Representative II, Consumer Retention (Remote)
locations
Waverly, IA
time type
Full time
job requisition id
R-010193
At TruStage, were 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, investment and technology solutions, we push the boundaries of whats possible. We need you to help us shape whats next. Youll 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
Salary Grade: 009
Job Purpose:
The Consumer Retention Representative is responsible for conserving, selling, soliciting, and being the primary contact for consumers looking to discuss their insurance needs. This role handles a large volume of inbound and outbound calls in a call center environment, educating consumers on their policy provisions/options, submitting policy changes, as well as offering additional/different products that meet the consumers protection need. This position will represent CUNA Mutual to consumers using, excellent customer service, sales techniques and product expertise to influence consumers when choosing their insurance needs. This role may conduct one on one or small group training/coaching.
Framework General Profile and Scope:
Developed expertise in a variety of work processes or activities typically developed through a combination of job-related training and considerable on-the-job experience
Works autonomously within established procedures and practices and generates solutions to improve team performance
Job Responsibilities:
- Efficiently and effectively handle incoming telephone calls from consumers, with the ability to follow CUNA Mutuals sales process to assess and identify insurance needs. Specific focus on needs base selling practices.
- Provide technical sales insight and explain complex insurance product information to consumers.
- Use problem solving skills to identify problems or situations and recommendations for resolution.
- Document consumer inquiries and follow-up timely to requests for information. This may include the creation of product quotes and applications.
- Provide product information, product coverage, and premium quotes with a high degree of accuracy.
- Manage consumers emotions and determine appropriate action resulting in successful call resolution
- Assist with other projects or other assignments as needed.
The above statement of duties is not intended to be all inclusive and other duties will be assigned from time to time.
Job Requirements:
- Bachelors Degree in Insurance, Business, or Marketing preferred or equivalent related sales experience.
- 3+ years relevant experience.
- Consistently meet defined metrics for the Retention Representative role.
- Excellent communication and listening skills
- Demonstrated ability to sell insurance products in a call center environment.
- Existing Life and Health Insurance License preferred or ability to obtain within 30 days.
- Ability and desire to interact effectively with customers, team members, and other departments.
- Demonstrated effective oral and written communication skills.
- Knowledge and/or ability to quickly and accurately interpret system information.
- Good analytical and problem solving skills.
- Demonstrated strong understanding of PC applications and comfort with using multiple systems.
- Ability to multi-task