AFIBL Life DCS Customer Service Representative

American Fidelity • Oklahoma City, OK

11d

About The Position

The AFIBL Life DCS Customer Service Representative reviews, processes, and responds in a timely manner to moderate to complex inquiries about a broad range of life insurance products and annuities. Customers include internal and external contacts, such as individual policyholders and the Department of Human Services. The role uses multiple communication channels and requires sound judgment, analytical research and resolution skills, attention to detail, accuracy, and timely handling in accordance with business-unit practices, administrative procedures, and applicable regulatory and insurance laws.

The representative handles moderately to highly complex assignments independently with minimal guidance, often under pressure in a fast-paced environment. The role involves applying established processes and procedures, switching between workflow assignments and phone calls, and completing work within established turnaround times. Customer data must be handled securely and confidentially, and inquiries—including escalated inquiries—and actions taken must be documented accurately and concisely in the appropriate administration systems.

The representative also serves as a resource for less experienced colleagues, provides guidance in areas of expertise, and demonstrates a positive, professional, respectful approach. The role includes attending training and participating in LEAN and special project teams when requested.

Requirements

• High school education or GED.
• Three to five years of experience.
• Excellent customer service and listening skills.
• Good communication and telephone skills; advanced communication skills and strong business writing skills.
• Advanced keyboard skills and strong math skills.
• Strong judgment, analytical, and problem-solving skills.
• Advanced interpersonal, coordination, and collaboration skills.
• Professional attire and demeanor.
• Strong knowledge of Windows-based software.
• Ability to work in a high-volume, fast-paced production environment, self-motivate, and work independently.
• Demonstrated promptness and accuracy in work product.
• Ability to adapt to change and openness to change.
• Leadership ability, including prioritizing work, multitasking between written or physical inquiries and phone calls, and achieving stated goals.

Nice To Haves

• Knowledge of accounting transactions such as debits, credits, and balance sheets may be required.
• Proven bilingual verbal and/or written communication skills may be required.

Responsibilities

• Review, process, and respond to moderate to complex inquiries concerning life insurance products and annuities from internal and external customers.
• Research inquiries and determine appropriate resolutions using judgment, analytical skills, and applicable processes and procedures.
• Handle assigned work within established turnaround times and in accordance with operating practices, administrative procedures, and applicable regulatory and insurance laws.
• Switch between workflow assignments and phone calls while prioritizing work and meeting stated goals.
• Protect customer information and handle it securely and confidentially.
• Accurately and concisely document customer inquiries, escalated inquiries, and actions taken in the appropriate administration systems.
• Provide guidance to less experienced colleagues and serve as a resource in areas of expertise.
• Attend training and participate in LEAN teams and special project teams when requested.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED