Experienced Customer Experience Representative – Life Insurance Industry Expert
At arenaflex, we're dedicated to making a positive impact in the lives of our customers, employees, and the communities we serve. As a Customer Experience Representative, you'll play a vital role in delivering exceptional service and support to our customers, helping them navigate the complexities of life insurance and annuity products. If you're passionate about providing outstanding customer experiences, have a knack for problem-solving, and thrive in a fast-paced team environment, we want to hear from you!
About arenaflex
arenaflex is a leading provider of life insurance and annuity products, committed to helping individuals and families achieve their financial goals and secure their futures. Our team of dedicated professionals is passionate about delivering exceptional service, building strong relationships, and making a meaningful difference in the lives of our customers. As a Customer Experience Representative, you'll be part of a dynamic team that values collaboration, innovation, and continuous learning.
Job Summary
As a Customer Experience Representative, you'll be responsible for handling customer contacts, inquiries, and service requests related to life insurance and annuity products. You'll work closely with customers, agents, and internal teams to provide accurate and timely information, resolve complex issues, and deliver exceptional service experiences. Your expertise will be essential in ensuring that customers receive the support they need to make informed decisions about their financial futures.
Key Responsibilities
* Handle customer contacts from agents, policyowners, and employers regarding in-force policies, policy administration, and policy benefits
- Reference various systems, marketing materials, and product/life insurance knowledge to respond to requests and prepare and deliver in-force and sales illustrations for universal life policies, annuity settlement options, new product sales, and existing product conversions for agents and policyowners
- Generate and send appropriate service request documents, such as beneficiary change, ownership change, and withdrawal and surrender forms, following a review of policy information
- Process various service requests, including policy loans, dividend withdrawals, and routine policy changes, at time of contact
- Handle agent contacts regarding new business applications, sales illustrations, website and e-app support, and applicants for underwriting
- Create and/or generate necessary correspondence for the agent or policyowner
- Document all customer communication utilizing the online Call Manager system
- Administer routine daily accounting transactions on existing EMC Life and United policies, including premium payments and reconciliation of lockbox payments
- Review, verify, and mail automatic system checks
- Review, process, and deliver written correspondence regarding mode changes, address changes, and termination of coverage on existing workplace policies
- Process returned mail
- Research moderately complex new business and in-force policy inquiries not resolved during initial contact and consult with senior team members
- Utilize product/life insurance knowledge and various systems, such as DocView, back files, marketing materials, and policy forms, to complete research
- Stay current on systems, processes, and procedures to ensure appropriate handling
- Collaborate with other teams to resolve and respond to customers with facts and/or solutions within established service level agreements
- Collaborate with team members and people leader to improve the customer experience
- Identify and report system problems to the appropriate person
- Identify, suggest, and implement process improvements
Education & Experience
* High school diploma or equivalency
- Associate degree, with business or marketing customer service-related courses preferred
- Two years of experience working with life and annuity or related experience
- Experience working in a call center, customer service, or similar environment preferred
- LOMA coursework and Associate Customer Service designations preferred
Knowledge, Skills & Abilities
* Good knowledge of state insurance and IRS regulations preferred
- Strong understanding of life insurance industry products and procedures
- Strong analytical and problem-solving skills
- Strong data entry and ten-key by touch skills
- Ability to accurately file alpha and numeric information
- Good math skills
- Strong verbal and written communication skills
- Strong organizational and customer service skills
- Ability to work in a fast-paced and team environment
- Ability to maintain confidentiality
Working Conditions
* Sedentary Work: Exerting up to 10 pounds of force occasionally or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
What We Offer
* Competitive salary and benefits package
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
- Comprehensive training and support
- Flexible work arrangements and work-life balance
How to Apply
If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you!
Equal Employment Opportunity
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion. Apply for this job