Job Summary:
We are seeking a dedicated Customer Service Representative (CSR) to join our growing life insurance support team. The CSR will serve as the first point of contact for policyholders, prospects, and agents by providing accurate information, resolving concerns, and delivering a positive customer experience. The ideal candidate is empathetic, detail-oriented, resourceful, and able to explain insurance-related information clearly and professionally.
Key Responsibilities:
- Handle inbound calls, emails, and chat inquiries related to life insurance policies, coverage, billing, and claims.
- Assist customers with policy applications, updates, premium payments, and beneficiary changes.
- Provide accurate information regarding life insurance products and benefits.
- Investigate and resolve customer concerns in a timely and professional manner.
- Maintain detailed and accurate records within CRM and insurance systems.
- Work closely with underwriters, agents, and back-office staff to ensure customer satisfaction.
- Uphold compliance with company policies, industry standards, and regulatory requirements.
- Create, organize, and maintain SOPs and process documentation.
- Provide administrative support for carrier post-sale paperwork.
- Manage client communications focused on retention and follow-up.
- Demonstrate decisiveness and resourcefulness in handling administrative responsibilities independently.
