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Customer Retention Support Technician

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Date: Aug 1, 2019

Location: Sioux Falls, SD, US, 57108

Company: Sammons Financial Group

 Title: Customer Retention Support Technician:

Sammons® Financial Group’s (SFG) member companies offer some of today’s most sought after life insurance, annuity, and retirement planning products. Unlike most financial organizations, our companies are not publicly traded, which means we’re focused on long-term value rather than short-term earnings pressures. As a privately held company, our leaders and employees remain consistently focused on long-term growth, making decisions that allow us to deliver on our commitments to customers, distribution partners, our employees, and our communities. Individually, our companies provide value in the products and services they offer. Together we represent a history of strength and longevity.



What you can expect when you join SFG:


  • A casual dress code including jeans
  • A rich company culture driven by private ownership and intentional leadership inspiring employees to engage in our healthy, high-performing and values based culture.
  • Healthy balance between work and personal lives. Friday afternoons off all year long, competitive PTO and generous number of paid holidays
  • Great benefits including medical, dental, vision, wellness plan, charitable giving programs, education assistance… to name a few ESOP-A generous 100% company funded retirement plan




What you can expect as the Customer Retention Support Technician


This person supports the Customer Retention team through the processing of support request efficiently and accurately to maintain departmental guidelines.


  • Provide support to Customer Retention.
  • Process all daily mail and mail runs.
  • Process all Printer output and input.
  • Process all daily data entry work items for team.
  • Assign and input daily work items in Swap.
  • Work the team’s daily Email and Voicemail intake.
  • Work all System Generated and Template Based Client Correspondence.
  • Communicate both verbally and written with in-house agents and internally assist and support department in matters relating to the Customer Retention Department.
  • Maintain office supply needs for the team.
  • Acquire and maintain knowledge of multiple systems, including Microsoft Word, Excel, and Outlook, Lifecomm, Cyberlife, Life 70, Edify and other team related applications.
  • Maintain a positive and professional approach.
  • Demonstrate strong organizational skills.
  • Demonstrate behaviors consistent with the corporate shared values, Sammons Leadership Series (SLS) principles, and our employee-owner culture.
  • Drive to meet/exceed all performance goals including KPIs (key performance indicators), SLAs (service level agreements) and other communicated standards.
  • Proactively participate in daily huddle board discussions offering ideas, insights and support.
  • Actively participate in problem solving sessions (standard work, root cause problem solving, etc.) as requested by your manager.
  • Take ownership of implementing standard work and other changes into your daily work processes.
  • Continuously strive to create a positive customer experience throughout all customer interactions, request processing/handling, and problem-solving efforts.
  • Comply with internal Model Audit (MAR) and Records Inventory Management (RIM) Procedures.
  • Work on special projects as assigned by team leader, manager, or other leaders.
  • Assist management with determining and implementing efficient workflow methods for all correspondence within the Customer Retention team.
  • Commitment to embrace SFG shared values (Respect, Accountability, Integrity, and Openness)
  • As stated within the Company Attendance and Punctuality policy, regular attendance is required and expected in order to meet the business service levels and workflow demands.



What we are looking for:


  • High School Diploma or GED
  • Minimum 1 year relevant work experience in the insurance industry
  • Background in life insurance/annuity processing
  • Above average 10 key and typing skills
  • Excellent verbal and written communication skills
  • Organized and detail oriented
  • Strong problem solving skills
  • Leadership and strong people skills
  • Self Motivated


Nearest Major Market: Sioux Falls

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