Client Experience Representative

iA Financial Group (Industrial Alliance)•Waco, TX

1d•Hybrid

About The Position

Build the future with us Are you driven by the life insurance industry and eager to contribute to the purpose of a company that aims to help its clients feel confident and secure about their future? As a Client Experience Representative, you will play a key role in answering questions and providing customer assistance to all policyholders and agents regarding policy information via telephone, e-mail, fax, and occasionally in person. This position is a great opportunity to showcase your skills and fully realize your potential within a caring and trustworthy company. Here, people and their development are at the heart of our priorities, fostering an environment that encourages collaboration and innovation.

Requirements

Has a high school diploma or general education degree (GED).
Has at least two years experience in a customer service role.
Has life insurance or related industry experience, which is strongly preferred. Or, has a solid understanding of life insurance concepts from a consumer perspective.
Is known for their friendly, positive, learning-oriented attitude.
Stands out for their working knowledge of MS Word, Outlook, and Excel, and the ability to learn internal software quickly and effectively.
Demonstrates excellent customer service skills.
Is recognized for their ability to quickly learn details about Company products.
Demonstrates the ability to effectively explain policy coverage.
Demonstrates strong written and verbal communication skills.
Demonstrates solid problem-solving skills.
Has the ability to perform under pressure.
Has the ability to work independently as well as function effectively as a team player.
Demonstrates strong attention to detail.
Has the ability to work overtime as business needs require.

Responsibilities

Communicates with customers through inbound and outbound phone calls, written correspondence and e-mail to ensure successful resolution of inquiries, requests for information, and policy changes.
Explains policy coverage and provides details.
Research policy contracts to resolve issues and answer questions.
Determines what requests should be forwarded for review by other departments or management.
Provides appropriate follow-up, when needed.
Keeps records of customer interactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Maintains a familiarity with the details of Company products and policies, and a working knowledge of where to get assistance in responding to inquiries.
Participates in special projects and assignments.
Conducts Company business in accordance with all applicable laws, regulations and contractual obligations. Behaves ethically and with integrity and always follows the principles of the Compliance Program when making business decisions. Compliance with this program is a condition of employment for every American-Amicable employee.