Customer Service Representative - Remote Eligible

Customer Service Representative

Robert Half is seeking a dedicated customer service representative to join a team that supports insurance and annuity products within an inbound call center environment. In this role, you will provide high-quality service to financial advisors and clients by answering inquiries, troubleshooting account issues, and guiding users through product and system information. This position requires strong problem-solving skills, excellent communication, and the ability to research and interpret complex information. Agents typically manage 20–30 inbound calls per day. While not high-volume, calls often involve deeper analysis and research due to the long history and complexity of the products. Each day brings new challenges that require critical thinking, attention to detail, and the ability to navigate multiple systems efficiently.

Key Responsibilities:

• Serve as the primary point of contact for customers, troubleshoot service issues, and accurately enter service requests for routing to the appropriate partners.
• Educate clients and advisors on system procedures, company policies, and self-service options; escalate complex cases as needed.
• Respond to customer inquiries across multiple systems, providing clear, accurate information and collaborating with internal teams to resolve outstanding issues.
• Process routine transactions and account service requests submitted via web or paper forms, ensuring timely completion in alignment with service standards.
• Manage high-volume inbound and outbound calls while delivering prompt, accurate solutions; document all interactions in required systems for tracking and compliance.
• Conduct research on historical and complex product information to resolve unique or situational inquiries.

Requirements:

• High school diploma or GED.
• 0–1 year of relevant experience (post-secondary education may be substituted to meet combined requirements).
• Excellent customer service skills with a detail oriented and empathetic communication approach.
• Strong written and verbal communication abilities.
• High learning agility with the ability to absorb complex information quickly through multiple training styles (facilitator-led, self-study, simulations, and live-call demonstrations).
• Ability to explain complex policies and concepts in a clear, easy-to-understand manner.
• Comfortable navigating multiple systems and resources simultaneously during live calls.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Strong troubleshooting skills with the ability to identify root causes and provide effective solutions.
• Access to high-speed home internet capable of supporting remote Friday work requirements.

Preferred Qualifications:

• Previous customer service experience, especially in a call center or client-support environment.
• Experience with financial services or specific product knowledge related to annuities or insurance.
• Desire to secure a long-term role through consistent, high-quality performance.
• Interest in pursuing FINRA licensing as a future career development path.