Client Care Specialist

Ceres Life Insurance

1d•Remote

About The Position

Westaim and CC Capital have partnered to transform Westaim into a global alternative credit asset manager with an integrated insurance platform, The Westaim Corporation. This strategy aims to deliver innovative financial solutions across alternative credit and insurance, fostering scalable growth and client impact. Ceres USA Holdings, LLC, part of this insurance platform, is the parent company of Ceres Life Insurance, a rapidly growing, technology-driven annuity carrier startup. Ceres is dedicated to redefining retirement security through modern fintech, top talent, and strong vendor partnerships, providing exceptional annuity solutions and digital experiences. The company is committed to a client-centered culture, offering proactive, personalized, and technology-enabled support via its Digital Contact Center and advisor-facing platforms, while upholding high standards of trust, security, and regulatory compliance. As the Client Care Specialist, you will report to the Client Care & Contact Center Manager and Client Care Supervisor. Your role involves managing and supporting new issue and in-service policies, providing customer support, and ensuring the accurate and timely processing of client requests and policy documentation. You will be the primary point of contact for clients and agents across various channels, including phone, email, SMS, and chat, contributing to service delivery and the scaling of client care operations.

Requirements

Minimum of 3 years of experience in a contact center or customer service role, with a focus on insurance products.
Proven experience working within an agency channel with primary focus on annuity products including in-depth knowledge of contract terms, payment structures, and applicable regulations.
Strong familiarity with annuity distribution options, tax implications, and handling contract modifications.
Proven experience in managing client interactions with care, resolving service issues effectively, and delivering value.
Experience and comfort utilizing contact center metrics, tools, and technologies (e.g., CRM, CCaaS, VoIP, etc.).
Skilled in adopting new technologies, ensuring efficient use of digital tools to enhance daily operations and client interactions.
Exceptional problem-solving abilities and the ability to manage multiple priorities in a fast-paced setting.
Strong communication and interpersonal skills, with the ability to build relationships.
A client-center mentality with the ability to empathize with clients and agents and foster a service-oriented culture.
Associate's degree or equivalent required.

Nice To Haves

A bachelor’s degree in communications, business, or a related field is preferred.
Experience with Verisk (FAST) preferred.

Responsibilities

Serve as the first point of contact for all service requests, effectively managing complex cases, ensuring product document is in good order, and resolving client inquiries, with a deep understanding of insurance products and guidelines.
Manage high call volumes and respond promptly to both written and verbal inquiries, maintaining high levels of service, accuracy, and performance metrics.
Communicate clearly and professionally with customers, peers, and leadership across multiple channels (phone, email, chat), ensuring that all interactions are handled with care, urgency, and accuracy.
Provide personalized, high-touch service to high-priority clients and agents, addressing their unique concerns with tailored solutions and maintaining long-term client relationships.
Leverage product expertise to provide tailored support and guidance that aligns with each client’s specific needs.
Complete clear and concise documentation of all client interactions, service requests, and outcomes in the CCaaS system.
Educate clients on self-service tools, enhancing usage and reducing support inquiries through proactive client training on knowledge bases and automated systems.
Maintain a thorough understanding of internal systems, insurance products, and industry regulations.
Ensure full compliance with industry regulations, standards, legal requirements and policies and procedures specific to the insurance sector, including customer data protection, claims handling, and privacy laws.
Mitigate risks in real time, identify potential compliance or security issues swiftly, and escalate critical concerns to the Supervisor.
Collaborate cross-functionally with internal teams and vendor partners to escalate and resolve complex issues, ensuring smooth service delivery and client satisfaction.
Utilize advanced AI and automation tools and platforms to improve client interactions, streamline service delivery, and enhance overall operational efficiencies. Embrace and adopt new technological enhancements.