Premier Services Associate

Contact Center Customer Service Zionsville, Indiana


Description

Position at Delaware Life

Group1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group1001’s culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets – our employees.

Job Summary
As a member of a dedicated team of financial service professionals, the Premier Services Associate is responsible for the support of a select group of high-producing advisors with a substantial in-force asset base, as well as a variety of internal and external business partners. The overall objective is to improve advisor loyalty, the retention of assets under management, future growth via additional new sales (second sale), and service support for internal and external business partners. The advisor and partners support experience will include proactive initiatives to provide education on operational and service procedures, product features, service guidelines, as well as sales support.

The Premier Services Associate will use their knowledge of the annuity marketplace, our Products and Services, and our product features to assist top-producing advisors, as well as internal and external business partners, to create an ease of doing business with Delaware Life. This individual will work closely with a TPA-Third Party Administrator, Delaware Life Distribution, and Operations to ensure that intermediary customers’ needs are met, and an outstanding advisor and partner experience is
achieved.

Main Accountabilities:
• Receive inbound call and/or email inquiries from a select group of advisors, various broker/dealer back-office support team members, and our external wholesaling partners provided with a dedicated toll-free number and email address.
• Provide outbound call and email support in effort to serve as the intermediary for the advisors and partners to resolve any escalations, issues, or needs.
• Respond to service referral requests from the internal sales desks of our
wholesale Delaware Life Sales Distribution organization, our external wholesaling partners, as well as the Distribution Relationship Management Team.  
• Establish strong working relationships with both existing and prospective
advisors, internal and external partners.
•Interacts with advisors to explain benefits and features of products.
• Provide information regarding contract values, contract status updates,
withdrawals, fund performance, outstanding issue requirements, 1035
exchanges, IRA and Qualified Plan transfers and rollovers, agent licensing, and commissions.
• Provide technical support regarding contract structuring, death benefits/options, taxation, cost basis, investment fund choices and administrative forms.
• Process exchanges between sub accounts and changes to future allocations.
• Provide contract (to be issued) status updates to external wholesaling partners and advisors.
• Make recommendations regarding procedure changes and product and system enhancements that will continue to enhance the overall advisor and partner experience.
• Acts as a point of contact for escalated service inquiries, working closely with TPA-Third Party Administrator, and Delaware Life Operations to solve problems and make doing business with Delaware Life as easy as possible.
• Assist in special projects, relationship-building programs and future program enhancements for the Premier Partners advisors, as needed.

Qualifications:
• Requires strong organizational skills. Candidate must be detail orientated
• Excellent communication skills both oral and written, in a variety of settings
• Demonstrates excellent time management skills and flexibility in a fast-paced, team environment.
• Background in Operations/Financial Services experience preferred
• Strong working knowledge of Annuity Products, (Fixed, Fixed Index, and
Variable)
• Familiar with CRM Systems, such as Salesforce.com
• Excellent client-focus; ability to establish and maintain effective relationships with advisors and business partners
• Ability to learn quickly when facing new challenges; extract lessons learned from mistakes, and apply them accordingly
• College degree preferred, or 3-5 years of equivalent experience required