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Service Specialist
Pacific Life
Omaha, NE, United States
Job Details - this job has expired, please see similar jobs below
Job Description
Structured Business Service Spec
Our RSD Operations business processing teams support an industry-leading customer experience through the consistent and accurate handling of transaction requests across the lifecycle of our contracts, demonstrating the ease of doing business with Pacific Life. This role focuses on completion of Structured Settlement new business transactions.Works under guidance of a direct Supervisor to meet objectives on good order review, processing efficiency and quality, effective outbound client contacts, Operations service level and customer experience expectations, and ongoing self-development activities.
Good Order Review and Processing
• Uses system contract information and department procedures/resources to review assigned queue items and determine good order.
• Transaction details are correctly input into systems and system errors researched.
• Demonstrates technical knowledge by being able to articulate how and why transactions were processed a specific way, and how they will impact the contract in later phases.
• Contract is accurately noted with all outstanding requirements.
• Manages time effectively and takes full ownership of ensuring tasks are completed on time, and with the highest efficiency and quality. Productivity and quality standards are met as established by Management. Applies same standards to quality review functions.
• “Escapes” are within or under the range determined by Management and oldest items in queue are worked first.
• Rotates assignments in support of workflow needs, including accepting temporary assignments within Operations in support of other departments or contingency planning, as directed by Supervisor.
• Makes decisions that positively impact the customer experience and team-environment to ensure successful completion of service goals.
• Identifies opportunities for documentation updates and submits through appropriate channels.
Outbound Follow-up Contacts (Primarily Email)
• Effectively drafts emails for outstanding requirements. Emails follow protocols, are clear, and accurate.
• Documents, notes, job-aids and other appropriate resources are reviewed prior to making contact.
• Operations outbound call guidelines are followed during all calls to deliver a relationship-strengthening experience with the customer.
• Image notes accurately reflect contacts, and correctly document status to ensure customer needs are addressed.
Self-Development
• Demonstrates awareness of the Performance Management and SMART goal writing process and meets target deadlines for check-ins and evaluations. Applies feedback coaching and development meetings.
• Takes ownership for goals and learning opportunities. Comes prepared for coaching sessions with status of progress, collaborates with Supervisor to identify growth opportunities, crafts meaningful SMART goals aligned with objectives, and follows through on action plan. Models a positive, can-do attitude.
1-2 years experience:
• Ability to complete assignments in a high-volume, fast-paced environment under tight deadlines
• Ability to balance accuracy, speed, and customer service
• Strong communication skills dealing with a variety of peoples, preferably in the financial services profession
• Ability to work effectively in a team environment