• Delivers a personalized and remarkable experience for our clients by answering their questions, providing servicing options and helping them with their products or services in a call center environment • Proficient at resolving inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions in a registered area and is learning to become proficient in complex work • Researches and evaluates possible solutions to complex problems that requires identifying root cause and some deviations from procedures • Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers • Ability to de-escalate client experience situations effectively while guiding clients through complex and unique inquiries • Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients • Embraces new technology and serves as an advocate for website and self-service capabilities by educating clients and field • Understands risks and impacts that the transaction has on the client or policy • Understands how systems connect to processes and outcomes • Drives change and embraces continuous improvement by creating processes and provisions to accommodate change • Fosters a professional relationship with our clients to enhance brand loyalty • Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards • Adept at shifting work priorities to meet the needs of the business and customer demand