Communication Skills, Computer Skills, Customer Support/Service, Customer Training, Insurance Sales, Leadership, Lean Manufacturing, Legal, Maintain Compliance, Presentation/Verbal Skills, Problem Solving Skills, Professional License, Record Keeping, Regulations, Regulatory Compliance, Sales, Set Goals, State Laws and Regulations, Support Documentation, Telephone Skills, Writing Skills
Solutions Center Representative
Immediate need for a talented Solutions Center Representative. This is a 12 months with potential for project extension (and/or opportunity to convert to full time with client) opportunity with long-term potential and is located in Grandview Heights, Ohio(Hybrid). Please review the job description below and contact me ASAP if you are interested.
Key Responsibilities:
- Initial training period is 6 weeks from 10:00-6:30 pm EST. Hybrid: 2 days in the office and 3 days at home. Training weeks 1-5 Monday-Friday hours are 10:00-6:30 pm EST. Week 6 Flexible Hours Monday - Friday 8:00-8:00 EST.
- Post Training Schedule is Hybrid. 2 days in the office and 3-days at home. Also, after the training period, it will be a variable schedule and the shift could be any time between 8:00 AM and 8:00 PM EST, Monday – Friday and can change from week to week. Class starts 6/1/2026.
- Receives and responds to incoming calls from investment professionals, plan sponsors and members on a variety of topics.
- Understands the different product suites, including current line-up and products no longer sold that still require servicing.
- Responsible for interpreting and applying all changes and enhancements to new and old products, based on the daily change communications.
- Identifies the question(s) behind the question to proactively offer consultative expertise and uncover the unstated need.
- Maintains a record of the conversations and follows a process of documentation to support our strategy of knowing our member better than anyone and use the information in a way that drives the relationship deeper.
- Follows all rules and regulations to ensure compliance with FINRA or other professional licensure requirements, client policies, firms, plan documents and state and local laws.
- Educates customers to ensure understanding of tax implications, penalties/surrender charges, death benefit protection, lifetime income, capital preservation and/or benefits pertaining to the plan/contract.
- Analyzes problems to determine proper course of action, striving for first time final resolution.
- When necessary, works with internal partners to resolve escalated issues.
- Integrates lean methodology into daily interactions through problem-solving meetings and team huddles.
- Develops and grows through monthly individual meetings with leadership to set in place a career path strategy.
- Setting goals and expectations to achieve success in the role as well as future opportunities.
- May perform other duties as assigned.
Key Requirements and Technology Experience:
- Must have skills: Customer service
- Customer support
- One year of experience in customer service, sales related occupations.
- Knowledge, Skills and Ability: Knowledge of various insurance products and the sales process.
- Solid understanding of the state and local laws necessary to understand the legal implications of certain product features in different states.
- Understands the consequences of not following the FINRA rules and regulations.
- Excellent verbal and written communication skills to effectively communicate with others.
- Proficiency with computers and common office software.
- Ability to understand general aspects of plan/contract and utilizes technology to enhance conversations with customers.
- Other criteria, including leadership skills, competencies and experiences, may take precedence.