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Pacific Life Insurance Company

Customer Service Representative - Annuity Specialist

Pacific Life Insurance Company - Omaha, NE

The Retirement Solutions Division Customer Service department supports the divisions promptless, single point of contact model, designed to deliver industry-leading service across all aspects of annuity operational support.   FINRA-licensed Annuity Product Specialists strive to provide first-call resolution to a non-segmented base of annuity contract owners, appointed Registered Representatives, and Broker Dealer personnel,  and are trained extensively to address all queries related to the complex features of RSDs legacy product spectrum, while navigating IRS\/state\/DOI requirements, understanding the nuances of varied business platforms, processing market-sensitive financial transactions, all while identifying potential cases of fraudulent activity to mitigate risk for both the client and the organization.   Through service excellence, this unique team is viewed as a cornerstone differentiator in why clients choose to conduct their business through Pacific Life.    Train on Fixed and Variable Products, Procedures and soft skills required to prepare for independent call handling. Throughout phases of training with support from Supervisor and Senior Peers, Field incoming phone calls from fixed annuity contract holders, Registered Representatives, Broker Dealers and internal customers. Focus in the following core areas: Training Accurate and Efficient Call HandlingPositive Service ExperienceTransaction ProcessingTraining  Remain attentive, respectful, and professional in classroom environment.Participate in question and answer sessions, mock call exercises, shadow sessions, and driving to support preparation for call handling.Proactively identify topics and calls for further discussion with supervisor using Call Tracker. Come prepared to discuss feedback and set goals in scheduled coaching sessions with Supervisor. Focus on consistently utilizing resources to support client inquiries.Meets Series 6 licensing requirements prior to end of training program. Accurate and Efficient Call Handling Delivers accurate information regarding all aspects of fixed annuity operational support.Uses product and procedural knowledge to proactively address potential service conflicts, including impacts to programs\/benefits, taxable consequences, or compliance\/legal issues. Safeguards client information by authenticating callers and protecting non-public information.Guides caller through website usage, and uses diagnostic skills to trouble shoot service issues.Collaborate with Supervisor to build efficiencies in utilizing after-call follow up techniques. Identifies, documents and instructs clients with potential complaints.    Positive Service Experience Build understanding of Operations guidelines for providing a positive service experience to caller. Uses diagnostic skills to clearly identify core issues, anticipate needs, accommodate requests or provide alternatives. Collaborate with Supervisor and senior peers to build skills and leverage experience to Own call and ensure first call resolution.Collaborate with Supervisor and senior peers to identify opportunities in call interactions to proactively and efficiently offer additional relevant information or services to enhance call and benefit caller.Forward escalated or complex calls to appropriate senior staff as appropriate.Transaction Processing Use appropriate resources to follow through on all steps of financial transactions.Internal systems are used to process transaction requests accurately based on business guidelines. Adheres to aftermarket\/early market guidelines for withdrawal processing. Documents Image in appropriate format and with all relevant information. Excellent customer service skills;  Strong communication skills dealing with a variety of people, preferably in the financial services profession;  Ability to complete assignments in a high-volume, fast-paced environment under tight deadlines;  Ability to balance accuracy, speed, and customer service;  Ability to work effectively in a team environment.  College degree and\/or equivalent experience preferred.  Minimum 1-2 years related business experience. Holds FINRA Series 6 or 7 licenses or passes Series 6 within six months after hire date.Market Standard Code dependent upon job duties, responsibilities, and directly related experience.#LI-JS1 

14 days 23 hours ago

Pacific Life Insurance Company


Customer Service Representative - Annuity Specialist Pacific Life Insurance Company - Omaha, NE, United States


Location: Omaha, NE

Company Profile:
For more than 146 years, Pacific Life has been helping to protect individuals and families from financial risks that can affect their investments, retirement savings, and businesses. Pacific Life offers life insurance, annuities, and mutual funds, with a variety of investment products and services, all of which provide. . .The Power to Help You Succeed. A Mutual Holding Company Pacific Life Insurance Company’s organization is relatively unique as we are part of a mutual holding company structure: Policy and contract owners are members of the company. We are not a publicly traded company; therefore, we are not driven by stock price when making decisions. As a result, we can make decisions that benefit our customers and the long-term strength of the company. Our structure allows us to develop innovative products that evolve with the needs of the families and businesses we serve. Our support goes beyond just product innovation; we select businesses and markets that we understand well, can excel in, and provide value to our customers. Consistent Performance Focused on quality assets and capital growth, Pacific Life continues to be financially strong. Our investment portfolio historically produces consistent results while maintaining low exposure to non-investment-grade securities and other high-risk assets. Pacific Life maintains strong financial strength ratings from all major ratings agencies.