Job Summary:
As a Customer Service Representative for the life insurance account, you will be responsible for providing high-quality service to policyholders and beneficiaries by addressing inquiries, processing policy changes, and offering support throughout the life insurance process. Your role involves understanding the intricacies of life insurance products, assisting customers with claims, and ensuring compliance with industry regulations.
Key Responsibilities:
Respond to incoming calls, emails, and other communications from life insurance policyholders and beneficiaries regarding policy coverage, claims, and general inquiries.
Provide detailed explanations of life insurance products, coverage options, premiums, and benefits.
Assist clients with policy modifications, including beneficiary changes, premium payments, and policy cancellations.
Guide beneficiaries through the life insurance claims process, ensuring timely and accurate filing of claims.
Resolve customer complaints and escalate complex issues to appropriate departments as necessary.
Educate clients about policy features, riders, and optional coverage that align with their needs.
Ensure customer records are up to date by entering changes and maintaining accurate policy documentation.
Communicate with underwriters, claims adjusters, and other internal departments to resolve customer concerns.
Stay up to date with industry regulations, company policies, and life insurance products.
Provide proactive customer outreach for policy reviews, renewals, and other necessary updates.
Handle sensitive personal and financial information in accordance with privacy laws and company policy.
Qualifications:
High school diploma or equivalent (Bachelor's degree in business, finance, or related field preferred).
Previous experience in customer service, ideally in life insurance or a related financial services field.
Knowledge of life insurance policies, products, and regulations.
Excellent communication skills, both verbal and written.
Strong problem-solving abilities and attention to detail.
Proficiency with CRM systems and office software (Microsoft Office, etc.).
Ability to work effectively in a fast-paced environment and manage multiple tasks simultaneously.
Strong interpersonal skills and the ability to handle difficult conversations with empathy and professionalism.
Key Competencies:
Customer-oriented with a strong focus on delivering excellent service.
Ability to work collaboratively in a team and also manage responsibilities independently.
Analytical thinking and good judgment in complex customer situations.
High levels of organization and the ability to manage time effectively.