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GCU, founded in 1892, is a domestic fraternal benefit society currently licensed in 24 states marketing life insurance and fixed rate annuity products.

Department: Call Center

Status: Full time - Non- Exempt

Overview

This career role will be an exciting opportunity for an ambitious Service/Sales individual. In-house position. This career is ideal for the candidate who thoroughly enjoys interacting with people and the customer service and sales processes.

Job Summary

The position of Member Service Representative serves as the primary point of communication with our members, and as such, is critical to the organization. It is responsible for serving the needs of our members as they call into our office, and also to generate proactive outgoing calls in order to better serve our members' needs. MSR's will also be responsible for dealing with all GCU appointed agents in matters dealing with the agents' clients, as well as technical and procedural issues. On a rotational basis, MSR's, also perform the duties associated with the Reception Desk. The successful MSR will also be proficient in soliciting and obtaining new business, generating referrals, and when necessary, assigning leads to the appropriate agent.

Essential Duties and Responsibilities:

A Priorities

-Proper handling of all member and prospective member calls.

-Proper and complete handling of calls from agents regarding their clients, policies, and

procedures

-Seeks new business opportunities and completes all necessary steps to secure new contracts.

-Effectively completes member account reviews.

-Active participation in pro-active programs.

-Promotes GCU and its core values on every call.

-Documents ALL activities within the CRM (Customer Relationship Management).

-Provides timely follow up to all open cases.

B Priorities

-On a rotating basis, is responsible for performing the duties associated with the Reception Desk.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

College degree not required, but preferred. At a minimum, individuals seeking this position must have a high school diploma. Prior experience in customer service, banking, insurance or related financial services is a plus.

Language Skills

Must possess and demonstrate effective written and oral communication skills, and the ability to satisfactorily demonstrate conflict resolution skills along with effective telephone technique. Bilingual skills are a plus.

Mathematical Skills

Ability to deal with client balances, interest rates, compute life insurance rates, surrender charge percentages, etc.

Reasoning Ability

Able to effectively review member accounts, and make appropriate recommendations.

Computer Skills

Must be knowledgeable in Word and Excel at a minimum. Must be able to execute all email functions including sending, receiving, and opening attachments. Experience with Oracle Systems is a plus.

Certificates, Licenses, Registrations

This position does not require any industry specific licensing.

Other Skills and Abilities

-Ability to prioritize duties and be task oriented.

-Ability to work both individually (initiative) as well as part of a team.

-Excellent organizational, follow up, and time management skills.

Other Qualifications

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment The work environment characteristics described he e are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.' ' Work Location: One location

Work Remotely: No

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range: Monday to Friday

Work setting: In-person

Education: High school or equivalent (Preferred)

Experience: Customer service: 1 year (Preferred)

Work Location: In person