MARS Solutions Group is seeking a dynamic Customer Service Rep - Client Interviews on Remote basis to join our Client's team. Our client, a leading financial services firm, provides an array of financial solutions, spanning wealth management, asset management, investment banking, and private equity.

Fluent in Spanish Responsible for conducting client history telephone interviews by interview type and can handle moderately complex calls with guidance. Escalates most complex calls and refers requests by underwriters and/or field office staff to a higher level position. Provides service to specific customer groups. Interacts with proposed insureds accordingly by determining appropriate follow-up questions to ask and how much to probe based on information provided and clients' demeanor. Reinforces confidentiality of the information provided by explaining Company procedures and the reason for the process while persuading clients to continue with the interview. Negotiates with proposed insureds' alternative calling times as needed. Adheres to performance expectations. Contributes to service level goals.

Provides relationship-based service while favorably representing NM, adapting communication style and approach for specific client and situation. Practices attentive and active listening to efficiently, accurately, and completely document clients' responses to interview questions. Communicates professionally and confidently using tact and diplomacy while being pleasant and courteous. Speaks at a reasonable pace, being clear and concise, pronouncing words clearly and avoiding jargon. Adheres to quality performance expectations. Reviews and edits completed interviews in a timely manner ensuring that information received from proposed insureds is completely and accurately documented. Researches uncertainties using on-line medical manuals and other on-line resource materials to ensure accurate documentation.

Refers complex questions to a higher level position. Processes work expediently and efficiently so that completed interviews are forwarded to the assigned underwriter without delay, thus contributing to cycle time goals. Follows outlined procedures to complete cases involving associated cases, partially completed interviews, non-recorded calls and outbound calling. Uses various systems to research and obtain information such as policy numbers, financial reps, and underwriters. Uses the CHI system to update cases, providing detailed and accurate documentation regarding call activity. Keeps financial reps and underwriters informed via linkgrams and/or Workbench documentation. Adheres to Front End Processing, Completions and Outbound Calling performance expectations. Manages a daily phone schedule logging in and out of the phone system according to designated start and stop times.

Follows guidelines for proper use of Not Ready, Make Busy, warm transfers and Return to Queue calls. Follows guidelines for handling calls waiting in the queue and requests by clients for a callback. Adheres to adherence performance expectations. Shares and seeks out information from other team members. Contributes to the achievement of team goals. Keeps leadership team informed. Contributes to a positive and innovative work environment while supporting other efforts within the Enterprise operations. May participate in cross divisional projects and/or process improvement opportunities.

Minimum Requirements:

* Associate degree in business or related field or equivalent combination of education and experience.

* Minimum of 3 years related work experience to include at least 2 years of previous customer service experience.

* Proficient in written and verbal communication.

* Solid customer service skills.

* Proven ability to apply judgment and discretion while exercising confidentiality.

* Ability to work independently, take ownership, and accept responsibility.

* Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages.

* Knowledge of medical terminology preferred.

* Successful completion of any required testing.

Please Provide A Description On How This Role Fits Into The Organization And Your Team: Candidate will interview client for Underwriting requirements.

Must Have: Exceptional customer services, skills, tech savvy.

Nice To Have: Medical terminology background, Call Center Experience.

What Will Be The Work Schedule? 10:40 a.m. - 7:10 p.m.

About MARS Solutions Group: MARS Solutions Group is an IT staffing firm with access to a wide variety of jobs at various clients across the country. We operate with the consultant's best interests in mind and align them with roles that match their skills, aspirations, and interests. MARS values our relationships with consultants. Therefore, we will stay in touch throughout the contract to ensure the job is going well and that the role meets their career development needs.