Sr Service Representative, Tele-App

About This Role

This role involves processing life insurance applications from submission to approval, primarily over the phone. It requires interviewing clients, gathering essential information, ensuring document completeness, and offering strong customer service and support to agents, applicants, and teammates.

Responsibilities

• Conduct detailed interviews for complex life insurance applications and explain relevant medical terminology to clients
• Support departmental and enterprise initiatives, promoting effective change management
• Meet or exceed quality, service, and productivity standards
• Work independently to complete routine and increasingly complex tasks within established procedures and deadlines
• Make appropriate decisions using established guidelines, escalating issues when needed
• Gather required information from internal and external stakeholders and accurately update applicant data in new business systems
• Review and validate new business documents for completeness and accuracy
• Provide clear, concise communication on complex or sensitive topics while adhering to privacy and HIPAA guidelines
• Respond to complex life insurance inquiries and provide knowledgeable support to team members
• Deliver customer service via email, phone queue, and Click to Chat
• Identify issues, report system concerns, and suggest process improvements
• Maintain active state life insurance licenses and complete required professional development
• Stay current with emerging technologies (eInterview, Click to Chat)

Requirements

• High School diploma or GED
• 0-1+ years of Service or Call Center experience with Associate's Degree or higher OR 3-5+ years of Customer Service or Call Center experience
• Ability to obtain Life & Health licensing for resident state and Florida within 45 days of hire

Qualifications

• High School diploma or GED or minimum Associate degree in lieu of required experience.
• 0-1+ years of Service or Call Center experience for candidates with an Associate's Degree or above, or 3-5+ years of Customer Service or Call Center experience aligned with the responsibilities.

Skills

* Required skills

Benefits