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Account Support Advisor - Consumer (Cedar Rapids, IA) (Rotating Schedule)
Position Summary

***NOTE: This role will be on a weekly rotating schedule; the hours will range from 7am to 7pm.

Position Summary

No two days are the same for this role. As a Customer Service Advisor I, you are responsible for managing a variety of tasks in order to assist our customer base, including customer service, and client relations within granted authority levels. A few of the key tasks include handling inbound and outbound calls, covering inquiries such as billing, production, taxation, maintenance, contract terms, purchase options, payment processing and account histories. A Customer Service Advisor I would respond to customer inquiries,complaints and requests while displaying a personable approach when handling each customer. We encourage creativity and innovative thinking when addressing customer inquiries. A Customer Service Advisor I actively participates in the achievement of PSG and company goals. All Customer Service Advisors must follow and adhere to The GreatAmerica Principles and GreatAmerica Experience Standards.

Essential Functions

  • Inbound & outbound customer service calls with the goal of one call resolution.
  • Ability to provide good oral and written correspondence with all internal and external customers, as well as cross functional positions.
  • Consultative approach to identify appropriate solutions.
  • Process daily mail and written correspondence within functional guidelines.
  • Understand the various types of agreements.
  • Payment processing for current and delinquent accounts.
  • Processing of agreement transfers.
  • Creation of payment and production histories.
  • Inbound and Outbound confirmation calls.
  • Understand and adhere to policies.
  • Understand and abide by account security procedures for all interactions.
  • Effectively communicate with fellow CSA’s to coordinate workflow and coverage needs.
  • Proactively looking for continual process improvement.
Position Qualifications

Position Qualifications

Competencies: For all GreatAmerica team members:

Honesty/Integrity, Customer Oriented, Accountability, Tenacious, Communication Skills (Oral & Written), Adaptability

For this position: Service Oriented, Ethical, Competent, Achiever, Problem Solving, Numerical, Empathetic, Team Oriented, Positive, Persuasive        

Education: High School graduate or equivalent

Experience: Customer Service training program certificate or 6 months customer service experience

Computer Skills: Microsoft Office Suite