Call Center Customer Service Representative

Job Responsibilities

• Handle inbound and outbound calls from customers regarding insurance, investment, and other financial products.
• Provide accurate information about product features, pricing, eligibility criteria, and application procedures.
• Assist customers in resolving issues, complaints, and inquiries in a professional and timely manner.
• Educate customers on available services, promotions, and cross-sell/up-sell opportunities.
• Maintain comprehensive knowledge of financial products, services, and industry regulations.
• Follow company scripts and guidelines for handling different types of calls and scenarios.
• Document all customer interactions accurately in the CRM system.
• Collaborate with other departments such as sales, operations, and compliance to ensure seamless customer service delivery.
• Meet or exceed individual and team performance targets, including call handling time, conversion rates, and customer satisfaction scores.
• Continuously update skills and knowledge through training programs and self-learning initiatives.

Job Requirements

• Bachelor&aposs degree in finance, business, or related field preferred.
• Previous experience in a call center or customer service role, preferably in the financial industry.
• Excellent communication skills in English.
• Strong interpersonal skills and ability to build rapport with customers.
• Sound knowledge of financial products, services, and regulatory requirements.
• Proficiency in using CRM software and other call center tools.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Problem-solving skills and attention to detail.
• Willingness to work flexible hours, including weekends and holidays, if required.
• Certification or training in financial services or customer relationship management (CRM) is a plus.