Member Agent Service Representative

Overview

GCU, a Fraternal Benefit Society within the financial services industry, is seeking a dedicated Member Agent Service Representative that will serve as the primary point of communication with 40,000 plus GCU members and as such, is critical to the organization. Responsible for serving the needs of members as they call into our office, and also make proactive outgoing calls to better serve our members’ needs. MSR’s will also be responsible for handling calls from 1000 plus GCU appointed agents in matters dealing with the agents’ clients, as well as technical and procedural issues. As needed, MSR’s, also perform the duties associated with the Reception Desk. The successful MSR will also be proficient in soliciting and obtaining new business, generating referrals, and when necessary, assigning leads to the appropriate agent.        

Essential Duties and Responsibilities:

• Proper handling of all member and prospective member calls.
• Proper handling of calls from agents regarding their clients, policies, and procedures.
• Looks for new business opportunities and completes all necessary steps to secure new contracts.
• Effectively completes member account reviews.
• Promotes GCU and its core values on every call.
• Documents ALL activities within the CRM.
• Provides timely follow-up to all open cases.
• Responsible for performing the duties associated with the Reception Desk as needed.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

College degree not required, but preferred.  At a minimum, individuals seeking this position must have a high school diploma. Prior experience in customer service, banking, insurance or related financial services is a plus.                            

Language Skills

Must possess and demonstrate effective written and oral communication skills and the ability to satisfactorily demonstrate conflict resolution skills along with effective telephone technique. Answer inquiries from Members/Agents on GCU Life and Annuity products within established service standards and quality guidelines. Explain process and procedures associated with multiple products to Members and Agents.                    

Mathematical Skills

Ability to deal with client balances, interest rates, compute surrender charge percentages, agent commissions, etc.                                           

Reasoning Ability/Strategy

Able to effectively review member accounts and make suitable recommendations.  Exercise appropriate judgment with knowledge of products, services and administration to negotiate proper solutions to Member inquiries.  Perform needed research and analysis on Member inquiries covering multiple products.   

Computer Skills 

Must be knowledgeable in Word and Excel at a minimum.  Must be able to execute all email functions including sending, receiving, and opening attachments.  Experience with Oracle Systems is a plus, along with prior CRM usage.                                          

Other Skills and Abilities

• Ability to prioritize duties and be task oriented.
• Ability to work both individually (initiative) as well as part of a team.
• Excellent organizational, follow up, and time management skills.