Customer Service Representative

Velocitii is hiring Remote Customer Service Representatives who are passionate about helping others and making a real impact. The role involves providing support, answering questions, and guiding members through important life insurance and financial service requests in a fast-paced, remote environment.

Responsibilities:

• Answer incoming and place outbound calls from members and agents with professionalism, empathy, and care
• Assist with policy-related requests, account updates, beneficiary changes, payment options, loans, claims, and other certificate inquiries
• Research member files and analyze inquiries to determine the best path to resolution
• Navigate multiple systems and resources to verify information, benefits, and eligibility accurately
• Interpret policy provisions, procedures, and regulatory guidelines to ensure requests are handled correctly and within required timeframes
• Handle sensitive and emotional conversations with compassion while maintaining compliance standards
• Utilize strong problem-solving and decision-making skills to resolve complex member concerns
• Stay up to date on products, member benefits, policies, procedures, and industry regulations
• Meet quality and productivity goals while delivering an exceptional member experience

Requirements:

• 6+ months in a call-center experience
• 1+ year of customer service experience
• Strong verbal and written communication
• Organizational, problem-solving, and decision making skills
• Ability to navigate multiple computer systems
• Experience in a virtual desktop environment
• Distraction-free remote workspace
• High school diploma or GED
• Previous experience supporting life insurance, annuity, or other financial service products
• Familiarity with Third Party Administrator (TPA) concepts
• Knowledge of medical/dental terminology or claims processing