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.

This role provides front-line assistance to clients and field representatives regarding the consumer website and mobile app. This role is responsible for resolving inquiries related to login, registration, navigation, and digital content while delivering an exceptional client experience. The position requires strong communication skills, problem-solving abilities, professionalism, and the ability to handle confidential information with accuracy and care.

Work schedule: 7:30 am-4 pm, 8 am-4:30 pm, or 8:30 am-5 pm

Responsibilities:

• Support clients and field members through call center operations regarding website and mobile app issues.
• Resolve inquiries related to login, registration, password resets, navigation, and general digital platform questions.
• Deliver a distinctive client experience efficiently and professionally.
• Provide effective solutions, take ownership of calls, and proactively address potential future issues.
• Serve as an advocate for financial representatives and collaborate with them to meet client needs.
• Educate clients and representatives on self-service tools and digital capabilities.
• Build professional relationships to strengthen client engagement and brand loyalty.
• De-escalate service concerns and handle sensitive situations with professionalism.
• Achieve productivity and service level standards while maintaining high-quality customer service.
• Handle phone interactions and transactional duties while managing confidential information appropriately.
• Multi-task between calls, casework, and documentation with high accuracy.
• Work independently and collaboratively to identify opportunities for process improvement.
• Research issues and evaluate potential solutions using available resources.
• Uphold confidentiality, privacy, and compliance standards at all times.
• Encourage and adapt to continuous improvement efforts within the team.
• Demonstrate flexibility by adjusting priorities to meet business and customer needs.
• Identify opportunities for improvement and advocate for effective solutions and alternatives.
• Perform keyboarding and computer-related tasks accurately and efficiently.

Qualifications

• Strong customer service and client-facing communication skills.
• Ability to de-escalate concerns and manage challenging conversations.
• Strong problem-solving skills with the ability to analyze issues and identify solutions.
• Proficiency using computers, digital tools, and navigating multiple systems.
• Ability to multitask while maintaining accuracy and attention to detail.
• Strong organizational skills with the ability to shift priorities based on business needs.
• High level of professionalism when handling confidential information.
• Ability to work both independently and collaboratively.
• Commitment to continuous improvement and providing an exceptional client experience.

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.