Skills & Competencies for Annuities Customer Service Representative

Annuities Customer Service Representative job profile

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JOB SUMMARY for Annuities Customer Service Representative

Processes orders and fulfills customer needs to ensure satisfaction.

JOB RESPONSIBILITIES for Annuities Customer Service Representative

Answers consumer questions regarding annuity products or policies. Has strong working knowledge of annuities, current tax laws and other legislation that can impact the company's annuity contracts.

Annuities Customer Service Representative SALARY RANGE

BASE 50%
$59,517
TOTAL 50%
$61,283
Job Level
P02
Job Code
FA06000585
Education/Degree
Bachelor's Degree
Reports To
Supervisor or Manager

Annuities Customer Service Representative Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Annuities Customer Service Representative skill and competencie below to view definitions.
INDUSTRY COMPETENCIES JOB FAMILY COMPETENCIES CORE COMPETENCIES
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7 hard skills or competencies (industry competencies) for Annuities Customer Service Representative

1 Industry Competency – Insurance Industry
Proficiency Level -2
Skill definition-Applying knowledge of the insurance industry to provide risk management services and protection to various individuals from financial loss.
Level 1 Behaviors
(General Familiarity)
Names the commonly used tools and techniques for insurance planning and risk management.
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Level 2 Behaviors
(Light Experience)
Reports any discrepancies encountered in reviewing policy records and documentation.
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Level 3 Behaviors
(Moderate Experience)
Works with insurance agents and team members to update and process insurance policies.
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Level 4 Behaviors
(Extensive Experience)
Recommends alternative insurance claims processing methods to minimize operational costs.
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Level 5 Behaviors
(Mastery)
Stays abreast of the changes in insurance industry laws to ensure our product and service adherence.
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2 Industry Competency – Insurance Legal and Regulatory Environment
Proficiency Level -1
Skill definition-Creating, executing, and adhering to state and federal laws governing insurance operations to ensure financial security and consumer protection.
Level 1 Behaviors
(General Familiarity)
Explains the application of insurance regulatory laws to avoid civil penalties and license suspension.
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Level 2 Behaviors
(Light Experience)
Supports the execution of a legal and regulatory framework to promote strict insurance compliance.
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Level 3 Behaviors
(Moderate Experience)
Performs compliance reviews to determine possible violations and deficiencies in insurance regulations.
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Level 4 Behaviors
(Extensive Experience)
Trains teams on new laws and regulations to reduce liability risks and compliance violations.
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Level 5 Behaviors
(Mastery)
Establishes best practices in creating insurance laws and regulations to prevent frauds and malpractices.
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3 Annuities Customer Service Representative - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Annuities Customer Service Representative
Proficiency Level - 4
5 Competency for - Annuities Customer Service Representative
Proficiency Level - 5

2 general skills or competencies (Job family competencies) for Annuities Customer Service Representative

1 Job Family Competencies – Customer Satisfaction
Proficiency Level -2
Skill definition-Collecting, analyzing, and measuring satisfaction levels of customers to improve our business's service and products.
Level 1 Behaviors
(General Familiarity)
Lists the factors that influence customer satisfaction.
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Level 2 Behaviors
(Light Experience)
Performs customer follow-up to complete all service requests on time.
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Level 3 Behaviors
(Moderate Experience)
Uses key performance indicators (KPIs) to measure goals for customer satisfaction.
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Level 4 Behaviors
(Extensive Experience)
Trains and guides teams on the methods and formulas used to measure customer satisfaction data.
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Level 5 Behaviors
(Mastery)
Promotes interdepartmental collaboration to achieve service level agreements (SLA).
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2 Job Family Competencies – Customer Support
Proficiency Level -2
Skill definition-Providing responsive and relevant support to customers to address issues and problems on our products or services and ensure customer satisfaction.
Level 1 Behaviors
(General Familiarity)
Lists customer service tools used to track customer interactions and improve service delivery.
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Level 2 Behaviors
(Light Experience)
Supports the planning and execution of customer service tactics to improve service quality.
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Level 3 Behaviors
(Moderate Experience)
Uses metrics in analyzing areas of opportunities for customer service.
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Level 4 Behaviors
(Extensive Experience)
Trains and guides teams on effective techniques in customer service to retain customers and increase value.
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Level 5 Behaviors
(Mastery)
Leads customer support operations to monitor and determine growth opportunities for customer satisfaction.
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3 Annuities Customer Service Representative - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Annuities Customer Service Representative
Proficiency Level - 4
5 Competency for - Annuities Customer Service Representative
Proficiency Level - 5

7 soft skills or competencies (core competencies) for Annuities Customer Service Representative

1 Core Competencies – Customer Focus
Proficiency Level -2
Skill definition-Aligning business processes with customers’ goals and expectations.
Level 1 Behaviors
(General Familiarity)
Lists the benefits of having a customer-focused organization.
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Level 2 Behaviors
(Light Experience)
Supports the management in developing customer engagement processes.
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Level 3 Behaviors
(Moderate Experience)
Uses customer feedback to help management improve products and services.
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Level 4 Behaviors
(Extensive Experience)
Monitors and evaluates the process of innovating the client service model and service standards.
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Level 5 Behaviors
(Mastery)
Promotes organizational activities that build rapport and cooperative relationships with customers.
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2 Core Competencies – Attention to Detail
Proficiency Level -2
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Lists the traits of an employee showing great attention to detail.
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Level 2 Behaviors
(Light Experience)
Utilizes specific approaches and tools for checking and cross-checking outputs.
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Level 3 Behaviors
(Moderate Experience)
Uses tools to organize and monitor work progress.
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Level 4 Behaviors
(Extensive Experience)
Manages training to improve staffs' concentration and attention to detail.
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Level 5 Behaviors
(Mastery)
Learns from previous works' strengths and weaknesses to guide new projects.
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3 Annuities Customer Service Representative - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Annuities Customer Service Representative
Proficiency Level - 4
5 Competency for - Annuities Customer Service Representative
Proficiency Level - 5

Summary of Annuities Customer Service Representative skills and competencies

There are 7 hard skills for Annuities Customer Service Representative, Insurance Industry, Insurance Legal and Regulatory Environment, Insurance Products, etc.
2 general skills for Annuities Customer Service Representative, Customer Satisfaction, Customer Support.
7 soft skills for Annuities Customer Service Representative, Customer Focus, Attention to Detail, Problem Solving, etc.
While the list totals 16 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Annuities Customer Service Representative, he or she needs to be proficient in Customer Focus, be proficient in Attention to Detail, and be proficient in Problem Solving.

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