Respond to customer inquiries regarding life insurance coverage, premiums, loans, policy administration, and account updates while delivering a consistent and caring customer experience.
Research and resolve customer questions, including premium or loan payment matters and eligible policy changes such as address or beneficiary updates.
Explain policy information, coverage details, and available administrative options clearly so customers understand next steps.
Recognize when customers should consult with their financial professional or when complex matters require escalation to the appropriate internal team.
Properly verify callers by obtaining required data points or Personally Identifiable Information (PII) to ensure information is provided to the appropriate party.
Navigate multiple systems, customer records, and knowledge resources while maintaining the flow of the customer conversation.
De-escalate customer concerns, set clear expectations, and follow through on next steps to support timely resolution.
Document customer interactions accurately and in a timely manner in accordance with procedures.
Meet service and quality expectations in a high-volume environment, including schedule adherence, quality assurance, productivity, and customer experience measures.

Previous experience in retail, hospitality, banking, insurance, contact center, or another customer-facing service environment
A high school diploma or equivalent; additional education or equivalent work experience is welcome
Superior oral and written communication skills
Strong organizational skills and an ability to multitask
Comfort using computers, customer databases, knowledge resources, and multiple systems while documenting information accurately.
Ability to work both independently and collaboratively in a team-based environment.
A positive attitude and dedication to providing superior customer service.

Customer Service Representative

Key skills