30 days old

Senior Customer Service Representative (Inbound Call Center)

Guggenheim Life and Annuity Company Holdings
Indianapolis, IN 46201
  • Job Code
Guggenheim Life and Annuity Company Holdings

Guggenheim is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

ID: 2020-1256


Guggenheim Life and Annuity is seeking an experienced senior-level inbound call center customer service representative to join the Annuity Administration department. Reporting to the Call Center Supervisor the successful candidate will join a highly collaborative team responsible for resolving incoming inquiries from annuity contract owners beneficiaries independent agents and marketing organizations as well as distribute service forms prepare annuitization illustrations document fund allocations for fixed indexed contracts and report death claims. The senior representative will also assist with training the call center team as it relates to new products changes to processes and new and/or enhanced features in the administration system and will assist with special products and routine non-financial processing tasks.

In addition to excellent professional telephone skills and customer service skills candidates must have a minimum of 5 years' experience in a high volume insurance industry call center customer service or administration environment. Candidates must have a thorough understanding of annuity products and associated forms and processing must demonstrate the ability to work independently as well as in a team environment be reliable with an excellent attendance record and be resourceful and effective in dealing with diverse situations. In this fast-paced environment you will have an opportunity to apply your customer service skills and further advance your work with annuity products and play a role in the company's growing operations.

The position is located in Indianapolis (far north side).


  • Answers incoming telephone inquiries from customers or their representatives; validates the identity of the caller prior to any information being released. Acts as the first point of contact for escalated calls.
  • Meets and achieves department standards for phone availability/logged in times, the quantity of calls taken, and hold times.
  • Sends service forms to customers or agents.
  • Provides information to other departments as needed for follow up or additional assistance, reports death claims to Policy Services unit.
  • Assists with routine tasks related to maintaining contract information, such as address and/or beneficiary changes.
  • Coaches and trains new and existing team members regarding new products, changes to processes and new and/or enhanced features in the administration system. Provides feedback to team members regarding call handling techniques, professionalism and customer service skills.
  • Works with management team to assure Company values are exhibited, and productivity goals are within service standards.
  • Runs daily call reports, such as call volume, handle time, occupancy and abandon rate.
  • Participates in special projects that help support Contract Administration, Customer Service or Agency Service units. May work on special project teams that cross department lines.
  • May assist with outgoing 1035 transfer follow-up calls during peak volumes.


  • Prefer at least an Associate's degree in Business or equivalent training or experience.
  • A minimum of 5 years' experience in a high volume insurance industry call center, customer service or contract administration environment.
  • Must have thorough understanding of annuity products and company specific forms and their uses, in addition to department and company policies, procedures, and guidelines for contract administration and processing.
  • Strong verbal and listening skills; must be effective communicator with excellent phone skills
  • Organized, detail oriented and able to multi-task
  • Quick thinking to resolve inquiries and meet customers' needs
  • Aptitude for math and understanding of income tax applications
  • Must be resourceful and effective in dealing with diverse situations
  • Proficient computer skills including keyboarding and various software packages such as MS Word and Excel and customer relationship management (CRM) applications
  • Professional designations such as LOMA's Associate Life Management Institute (ALMI), Associate Customer Service (ACS), Fellow/Associate Secure Retirement Institute (FSRI/ASRI are extremely helpful and encouraged.

In addition, the ideal candidate will be or will have:
  • Reliable and responsible; dedicated
  • Credible
  • Professional communication and demeanor
  • Accurate and detail-orientation
  • Multi-tasking
  • Ability to recognize "big picture", company goals, and value of call center to company service expectations

About Guggenheim Life and Annuity Company
Guggenheim Life and Annuity Company, a subsidiary of Guggenheim Partners, provides financial services to institutional and retail customers through fixed annuity products distributed through networks of independent marketing organizations and agents nationwide.

To succeed in the Guggenheim culture, candidates must be self-starters and strive for results. We are looking for people who operate as business owners, adhere to the highest standards and think creatively to realize opportunities, wherever they may be.



Posted: 2020-07-08 Expires: 2020-08-08

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Senior Customer Service Representative (Inbound Call Center)

Guggenheim Life and Annuity Company Holdings
Indianapolis, IN 46201

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