Solutions Center Representative

Solutions Center Representative - Private Retirement
Location: Remote for training (first 4 weeks) then hybrid, T/Th/F WFH and M/W in office at 1000 Yard Street, Building H, Grandview Heights, OH 43212
Pay Rate: $19/hour, paid weekly
Schedule: Training: 9am – 5:30pm EST, Monday – Friday
Post-training: Shifts range between 8am-11pm EST Monday – Friday, 6am – 4pm EST Saturdays (once every 2 months)

Target Start Date: September 15, 2025 pending completion of new hire onboarding

Position Summary:
As a Solutions Center Representative, you'll deliver exceptional service to members, partners, and financial professionals. You'll understand high-level product/plan requirements in order to best handle inquiries, resolve account concerns, and educate customers on plan benefits, all while building strong relationships.

Key Responsibilities:

• Handle inbound calls from members, partners and financial professionals
• Interpret policy changes and provide expert guidance
• Maintain records and use insights to enhance customer relationships
• Ensure compliance with industry regulations and company policies
• Educate customers on financial implications, penalties, and plan benefits
• Strive for first-call resolution and collaborate with internal teams on escalated cases when needed
• Participate in career development and goal-setting sessions

Qualifications

• Education: High school diploma or equivalent is required; Recent degree in finance, business, insurance, economics, or communications preferred
• Experience: 1+ year in customer service or sales
• Skills:
  • Knowledge of various insurance products and the sales process
  • Solid understanding of legal implications of certain product features in different states
  • Strong communication and problem-solving abilities
  • Computer proficiency

Upon acceptance of offer, candidates will be required to submit to a 10-year criminal background check, urinalysis drug screen, and soft credit screen.