Client Care Advocate - Preneed

Careers at KKR•Des Moines, IA

1d•Hybrid

About The Position

The Client Care Advocate provides consultative support to customers, agents, and business partners regarding life insurance products, with a primary focus on Preneed insurance. This role is responsible for handling inbound customer inquiries, documenting service interactions, resolving issues, and fulfilling callback commitments while delivering an exceptional customer experience. The ideal candidate is customer-focused, detail-oriented, and able to effectively manage multiple priorities in a fast-paced environment.

Requirements

High school diploma or GED required; associate or bachelor's degree preferred.
Minimum of one year of customer service or call center experience.
Strong verbal and written communication skills.
Excellent customer service and problem-solving abilities.
Strong attention to detail and organizational skills.
Ability to learn and apply insurance products, procedures, and systems.
Proficiency with Microsoft Office and other business software applications.
Ability to manage multiple priorities in a fast-paced environment.
Strong interpersonal skills and ability to work effectively in a team setting.
Ability to maintain flexibility with work schedules and business needs.

Responsibilities

Respond to inbound customer calls and inquiries while delivering exceptional customer service.
Document telephone conversations, written communications, and service activities accurately within company systems.
Resolve customer inquiries and service requests in accordance with established service standards.
Research, identify, and resolve customer issues while ensuring compliance with company policies and procedures.
Complete post-call activities and follow through on customer callback commitments in a timely manner.
Develop and maintain strong relationships with customers, agents, and internal business partners.
Accurately communicate product information, features, and benefits to customers and stakeholders.
Participate in team meetings, training activities, and other duties as assigned.