Customer Experience Representative

This is a fully remote position, open to applicants in Iowa.

📋 Description

• Manage customer interactions from agents, policyholders, and employers concerning in-force policies, policy administration, and policy benefits.

• Address customer inquiries and prepare and provide illustrations for in-force and sales purposes related to universal life policies, annuity settlement options, new product offerings, and conversions of existing products.

• Generate and dispatch service request documents, which include beneficiary changes, ownership changes, withdrawals, and surrender forms.

• Process policy loans, dividend withdrawals, regular policy modifications, premium payments, and reconcile lockbox payments.

• Handle inquiries from agents about new business applications, sales illustrations, website and e-application support, and underwriting for applicants.

• Create and produce correspondence for both agents and policyholders.

• Record customer interactions in the online Call Manager system.

• Review, confirm, and send automatic system checks through the mail.

• Process written correspondence related to mode alterations, address updates, and termination of coverage on current workplace policies.

• Handle returned mail.

• Investigate moderately complex inquiries related to new business and in-force policies, consulting with senior team members as needed.

• Collaborate with other teams to address customer issues within defined service level agreements.

• Work alongside team members and leaders to enhance the customer experience.

• Identify and report system-related issues.

• Propose, suggest, and implement enhancements to processes.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Associate degree preferred, with courses in business or marketing related to customer service.

• A minimum of two years of experience in life and annuity or related fields.

• Previous experience in a call center, customer service, or a comparable setting is preferred.

• Completion of LOMA coursework and possession of Associate Customer Service designations are preferred.

• Good understanding of state insurance regulations and IRS guidelines is preferred.

• Strong comprehension of life insurance industry products and procedures.

• Excellent analytical and problem-solving abilities.

• Proficient data entry skills and touch ten-key capabilities.

• Ability to accurately organize alpha and numeric information.

• Solid mathematical skills.

• Strong verbal and written communication capabilities.

• Exceptional organizational and customer service skills.

• Ability to thrive in a fast-paced team environment.

• Capacity to maintain confidentiality.

🏝️ Benefits

• Comprehensive benefits package including life, medical, dental, vision, and prescription drug coverage.

• Competitive paid time off program.

• Full day of volunteer time off each year.

• 401(k) plan with matching contributions.

• Pension plan.

• OneEMC bonus plan.

• Recognition and awards for anniversaries.

• Opportunities for professional development and career growth.

• Tuition reimbursement program.

• Wellness initiatives aimed at enhancing team member well-being and lowering health insurance costs.

• Flexibility in dressing according to your daily activities.

• Options for alternative work arrangements.