SGA is hiring: customer service/Call Center in Cary

Software Guidance & Assistance, Inc., (SGA), is searching for a Customer Care Advocate for a contract assignment with one of our premier financial services clients in Cary, NC.

Responsibilities :

• Respond to customer requests via telephone, providing excellent service to firm's customers who have or are looking to obtain a Life insurance policy through their employer.
• Customers can work with various companies and associates must rely on instructions and pre-established guidelines to perform the functions of the job.
• Processes transactions, prepares correspondence, and fulfills customer needs to ensure customer satisfaction.
• Below are some common topics associates can expect to discuss with our customers:
  • Enrolling or changing their life insurance amount
  • Confirm or change beneficiary
  • Policy Provisions (how policy works) IE: will it reduce with age, what policy covers, exclusions etc
  • How to continue coverage when retired/leave employer
  • Status of customer requests
  • Billing inquiries
• Ability to report to work in person during training Mon-Thurs and train virtually on Fridays. This will take place out of the Cary, NC office. Once nesting is complete associate will transition to work from home.
• Ability to work from home which includes high speed internet (500-650 kbps) and a quiet place to work that is secure. (Hotspots and use of Wifi are not allowed – high internet speed is required)
• Able to use video during interview, coaching, and virtual training.
• An ability to work during the hours of operation of Monday-Friday 8:00am – 11:00pm EST must be flexible in regard to shifts worked, which may change based on business needs.
• No time off planned during training until end of nesting.

Required Skills:

• Requires a high school diploma or equivalent is required.
• Work under immediate supervision reporting to an immediate supervisor.

Preferred Skills:

• 1-3 years of experience in the field or in customer service role is preferred