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Client Experience Representative

Company: Pacific Life
Location: Newport Beach
Posted on: January 14, 2021

Job Description:

Job Description:Applications being accepted immediately from current SIE/Series 6/7 licensed candidates for our upcoming February 2021 class. Starting wage from $21.35- $28.56 per hour depending on license status and experience. $4,000.00 hiring bonus paid to licensed hires, $2000.00 at time of hire and $2000.00 paid after six months of employment. Interview dates being scheduled immediately!Pacific Life is investing in bright, agile and diverse new talent to ensure we continue to innovate diverse new talent to ensure we continue to innovate and strengthen relationships with our policyholders. That's why we're actively seeking a skilled Client Experience Representative to join our team and take part in our people-first culture.As Client Experience Representative, you'll play a key role in Pacific Life's growth and long-term success by training on Fixed and Variable Products, Procedures and soft skills required to prepare for independent call handling. While joining the Retirement Solutions Division (RSD) Customer Service Department, you'll work throughout phases of training with support from Supervisor and Senior Peers, as well as fielding incoming phone calls from fixed annuity contract holders, Registered Representatives, Broker Dealers and internal customers.If you're experienced in the financial industry and effective at training, you're a great fit for this role. Further still, if you're a mission-driven self-starter who's comfortable with ambiguity, and who thrives in a fast-paced, collaborative culture, you're a perfect fit for Pacific Life.Here, we believe you should be given the time, space, and trust to do your best work - your way. As part of our transition toward a more digitally oriented, inclusive and employee-focused company, we're opening this role to candidates near Newport Beach, CA, and Omaha, NE.RSD Customer Service Department Goals and ResponsibilitiesSupport the division's prompt less, single point of contact model, designed to deliver industry-leading service across all aspects of annuity operational supportHow You'll ContributeTrainingRemain attentive, respectful, and professional in classroom environmentParticipate in question and answer sessions, mock call exercises, shadow sessions, and driving to support preparation for call handlingProactively identify topics and calls for further discussion with supervisor using Call TrackerCome prepared to discuss feedback and set goals in scheduled coaching sessions with SupervisorFocus on consistently utilizing resources to support client inquiriesMeets Series 6 licensing requirements prior to end of training programAccurate and Efficient Call HandlingDeliver accurate information regarding all aspects of fixed annuity operational supportUse product and procedural knowledge to proactively address potential service conflicts, including impacts to programs/benefits, taxable consequences, or compliance/legal issuesSafeguard client information by authenticating callers and protecting non-public informationGuide callers through website usage, and uses diagnostic skills to trouble shoot service issuesCollaborate with Supervisor to build efficiencies in utilizing after-call follow up techniquesIdentify, document and instruct clients with potential complaintsPositive Service ExperienceBuild understanding of Operations' guidelines for providing a positive service experience to callerUse diagnostic skills to clearly identify core issues, anticipate needs, accommodate requests or provide alternativesCollaborate with Supervisor and senior peers to build skills and leverage experience to "Own" call and ensure first call resolutionCollaborate 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 callerForward escalated or complex calls to appropriate senior staff as appropriateTransaction ProcessingUse appropriate resources to follow through on all steps of financial transactionsInternal systems are used to process transaction requests accurately based on business guidelinesAdhere to aftermarket/early market guidelines for withdrawal processingDocument Image in appropriate format and with all relevant informationSelf-DevelopmentDemonstrate awareness of the Workday Performance Mgmt. and goal writing process, partners with Supervisor on SMART goal(s), and meet target check-in and self-evaluation datesExcellent 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 environmentFactors For SuccessCollege degree and/or equivalent experience preferred1+ years related business experienceFINRA Series 6 or 7 licenseMarket Standard Code dependent upon job duties, responsibilities, and directly related experienceAt Pacific Life, the work we do matters. That's why you'll find those who work passionately each day to drive our company forward enjoy job security, flexible scheduling and great opportunities for career growth. If you're seeking a thriving career doing the type of meaningful work that's all too rare at a Fortune 300 Company, you're the perfect cultural fit for our team.How We Help You Succeed:We're fostering a culture of shared values across our company by providing generous compensation and comprehensive benefits that allow our employees to find fulfillment and security in personal life and career alike. These include:Competitive Salary and BenefitsWork-Life Balance & Flexible SchedulingMedical, dental, and vision as part our commitment to investing in the health and wellbeing of our employeesTwo retirement savings plans: 401k savings plan with company match and Company Retirement Contribution (company-paid)Generous PTO and holiday payWarm Colleagues & Inspiring CultureEEO Statement:Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.

Keywords: Pacific Life, Newport Beach , Client Experience Representative, Other , Newport Beach, California

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