Client Service Rep II

Job Summary Under limited supervision, the Client Services Representative II responds directly or indirectly to policyholder and/or agent inquiries. Essential Functions • Provide exceptional customer service by striving to exceed client expectations in every interaction, both via email and phone calls. • Review and process updates to beneficiary information. • Accurately review and process financial requests. • Adhere to all relevant compliance procedures when processing payments, including federal anti- money laundering guidelines and IRS cash reporting requirements. • Ensure that outstanding issues are resolved appropriately. • Run Instant ID checks and take precautions to prevent fraud. • Calculate cash values, premium refunds or changes, loan balances, and other related values. • Maintain a sense of urgency while paying attention to detail and managing multiple tasks simultaneously. • Perform other duties as assigned. • Provide coverage for CSR III positions when needed. • ​Knowledge, Skills & Abilities • Excellent knowledge and skill at applying customer service theories and practices • Strong attention to detail • Typing speed of 30-40 WPM • Proficient in basic math skills, including addition, subtraction, multiplication, and division90% Accuracy required • Excellent verbal and written communication skills • Strong collaboration and teamwork skills • Must be able to learn, understand, and apply tax regulations related to distributions and changes to annuity and life insurance policies • Strong organizational skills • Basic computer knowledge and keyboarding skills • Thorough knowledge of NWL products or similar • Ability to communicate effectively with customers by telephoneEducation & Experience • High school or GED required with 3 years call center customer service or office administrative experience in a fast-paced organization; or associate's degree with 1-2 years related experience • Prior insurance industry experience preferred.Licenses & Certifications • None RequiredSupervision & Leadership • No Supervision responsibilities