Customer Service Representative (Franklin, WI)

Our Customer is an American financial services mutual organization based in Milwaukee. The financial security company provides consultation on wealth and asset income protection, education planning, retirement planning, investment advisory services, financial planning trust and private client services, estate planning and business planning. Its products include life insurance, permanent life insurance, disability income, and long-term care insurance; annuities; investments; and investment advisory products and services.

Our customer is looking for a Customer Service Representative on a contract basis to help support their ongoing business needs. This role is on-site in Franklin, WI.

Responsibilities:

• Deliver exceptional customer service to clients and financial representatives
• Respond to client and financial representative inquiries with accuracy and professionalism
• Resolve customer issues while minimizing repeat calls and unnecessary transfers
• Serve as a trusted resource for financial representatives and support client needs
• Educate clients and financial representatives on online self-service tools and digital capabilities
• Build strong client relationships to enhance customer satisfaction and loyalty
• De-escalate customer concerns and provide effective resolutions
• Meet established service quality, productivity, and efficiency goals
• Handle phone inquiries and transactional work involving confidential customer information
• Research customer issues and identify appropriate solutions using available resources
• Process casework and transactions in accordance with service standards
• Maintain compliance with confidentiality, privacy, and security requirements
• Support continuous improvement initiatives by identifying process enhancement opportunities
• Adapt to changing business priorities and customer needs
• Accurately perform data entry and maintain customer records using business systems

Skills and Qualifications:

• Experience providing accurate and effective customer support
• Strong analytical and critical thinking skills
• Experience with computer data entry and transaction processing
• Proficiency with Microsoft Word, Excel, and PowerPoint
• Strong keyboarding and computer skills
• Excellent verbal and written communication skills
• Strong problem-solving and decision-making abilities
• Ability to multitask between phone support and transactional responsibilities
• Ability to work independently and collaboratively within a team
• Strong attention to detail and accuracy
• Ability to handle confidential and sensitive information with discretion
• Ability to adapt to changing priorities in a fast-paced environment

Preferred Qualifications:

• Experience providing Tier 1 technical support
• Experience applying critical thinking to resolve customer service issues

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements). Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.