Part-Time Customer Service Associate (Northern Kentucky University Student Only)

• Keying data into administrative systems and other peripheral systems, following prescribed steps with some degree of variation but typically accomplished by following written procedures.
• Processing new business applications.
• Responsible for following business process rules and state specific rules that are documented.
• Identifies when application is not-in-good-order and takes appropriate steps to remediate.
• Authorizes issuance of in-good-order applications, including application of premium and determination of contract effective date.
• Preparing illustrations associated with approved life insurance applications.
• Preparing illustration using data entry points that match the approved application.
• Completing business processes to support licensing and appointment of producers including data entry, quality checks, training checks and license verification.
• Keying service transactions into administrative systems or peripheral systems.
• This could include address changes, ownership changes, and disbursement requests as examples.
• Transactions are keyed following documented procedures.
• Errors or unexpected results must be identified and escalated to manager.
• Answering telephone calls from current customers and agents regarding policy status information and instructions to initiate a change or transaction.
• This includes caller verification following documented business process and providing information that is documented and does not require independent decision making.
• Making outbound calls to insurance applicants and following script to ask questions and record responses verbatim.
• This includes but is not limited to personal history interviews that are conducted as part of the life insurance underwriting process.
• Expectation is to ask questions verbatim in a professional and concise manner and must record responses accurately and verbatim.
• Making outbound calls to existing customers for non-sales purposes.
• This could include verifying/confirming information, obtaining instructions regarding an in house service request, and premium due reminders as examples.
• Indexing documents in imaging workflow system to accurately identify the document type.
• Follows procedural documents to enter data such as policy number, customer name, source of business, form type, and other key identifiers.
• Performs other duties as assigned
• Complies with all policies and standards

• High school diploma or GED; actively enrolled at NKU. ()
• Ability to consistently work scheduled shifts of 15-20 hours per week. ()
• Demonstrated flexibility and ability to easily shift from one business function to another as required.
• Excellent verbal communication skills.
• Keyboarding skills with attention to detail and high accuracy.
• Ability to follow documented procedures and execute transactions according to steps identified with low need for assistance.
• Ability to identify when documented procedures fail or produce unexpected results and escalate to supervisor accordingly.

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.

• None

Western & Southern Financial Group