Customer Service Representative
Job ID #: AGST-Customer Serv CA 21610
Location: TX-Houston
Functional Area: Customer Service
Company Name: American General Life Companies
Employment Type: Full Time - Regular
Education Preferred: Bachelors
Experience Required: 3-5 years
Relocation Provided: No


Position Description
The American General Life Companies (AGLC) customer service organizations are responsible for servicing policy owner’s and agent’s in-force policies and contracts, focused on delivering a best in class customer experience. The customer service organizations within the lines of business, partner with the Customer Advocacy organization to support a customer centric philosophy focused on understanding customer needs, “one touch” servicing, and meeting first contact resolution objectives. Consistently meeting key department performance indicators and quality metrics, team members provide front line contact center support and may provide transaction processing (e.g. address changes, disbursements, and illustration support).

Objective
The primary responsibility of the Customer Service Representative (CSR) is to provide loyalty-building service to customers (policy or contract owners, producers, and client companies) on inbound calls and emails handling various product lines including life, accident and health and/or annuities. The service contacts include both policy/contract inquiries and requests covering topics such as policy/contract provisions and values, billing, contractual changes, title changes, disbursements, claims, tax questions, and cancellations and reinstatements. The CSR is American General’s face to the customer and therefore the role requires a customer centric attitude, excellent communication skills and accountability in first call resolution.

Organization Reporting & Structure
This position reports to the Manager of the Inforce Call Center located in Houston. There will also be direct interaction with call center trainers, coaches, workforce managers, and other management regarding training initiatives, handling techniques, and job performance.

Support Contact Center hours of operation (Monday – Friday from 7am to 7pm) with various shifts available. CSRs must be dependable (on time and in attendance) in order to maximize the Call Center performance metrics. The call center is a team environment where each person is dependent upon every other team member for success.

Salary Grade can be an 8 or 9, depending on experience.

SPANISH SPEAKING is a plus.

Performance Objectives
Below are the critical performance objectives for success in this role:

 Answer incoming phone calls and emails in a friendly and confident manner while presenting information accurately and efficiently and then documenting the interaction in a clear, concise, easy to understand manner.
 Educate the customer on how their policies/contracts work, their options, processes and requirements, etc.
 The goal is to resolve customer needs on the first contact whenever possible and build customer loyalty. We aim to provide a positive customer experience that meets or exceeds their expectations and reduces customer effort (time and hassle). As a result, CSRs are expected to process some transactions during call handling.
 Follow through on research items accurately and in a timely manner.
 Ability to become knowledgeable about our products, policy/contract provisions, systems, and processes.
 Continued learning and improvement through training sessions and voice of customer feedback programs.
 Meet or exceed all performance metrics to include: occupancy rate equal to or greater than 85%; customer satisfaction ratings equal to or greater than 8.5 rating/score; quality pass rates equal to or greater than 92%; first contact resolution equal to or greater than 70%.

Position Requirements
The Ideal Candidate Should Have:

 Bachelor degree or a combination of education and business related experience of at least 4 years. Experience in customer service preferred.
 Strong verbal and written communication skills. Spanish-speaking is a plus. Solid listening skills are critical in order to quickly determine the customer’s underlying need or issue.
 Strong computer and analytical skills.
 Ability to adapt and work in a fast paced environment.
 Ability to multi-task with a variety of systems and processes. (Systems knowledge a plus – AWD, Vantage, etc.)
 Ability to identify problem situations and resolutions.
 Strong ability to use judgment and discretion.
 Knowledge of insurance and annuity products a plus.

Attributes

 Hands on self-starter.
 Demonstrated flexibility and adaptability.
 Results focused with a track record of achievement.
 Track record of acting with a sense of urgency.
 Quality and process oriented.
 Effective listener and communicator.

About Us
Service. Commitment. People. Products. These are the reasons people choose to do business with American General Life Companies. And the reasons why we are the right choice for your career. At American General Life Companies, we have been keeping promises to American families and businesses for more than 150 years. Our insurers offer a broad spectrum of fixed and variable life insurance, annuities and accident and health products to serve the financial and estate planning needs of customers throughout the United States.