Client Service Assistant (Life Insurance)

Ratehub

2d•Remote

About The Position

The Client Service Assistant supports brokers, clients, and the life insurance process from lead intake through policy issue and ongoing servicing. The role focuses on case coordination, documentation management, client onboarding, underwriting communication, and administrative support in a remote working environment. The assistant coordinates applications and policy deliveries, maintains accurate client and case records, follows up on outstanding requirements, and communicates with clients, brokers, and insurance company head offices. The position also provides scheduling support and service coverage for brokers during vacation periods.

Requirements

Experience in life insurance, financial services, banking, client service, or a high-volume environment.
Strong attention to detail and accuracy.
Proficiency with Google Suite.

Nice To Haves

Salesforce and insurance software experience.
Experience working with life insurance claims.
An LLQP licence or working toward obtaining an LLQP licence.

Responsibilities

Coordinate life insurance cases from lead stage through policy issue and ongoing servicing.
Support client onboarding and guide clients through the application process.
Process policy changes, including coverage adjustments, NS class changes, rating reconsiderations, beneficiary updates, cancellations, and reinstatements, with required broker signoff.
Update and maintain accurate client details, including contact information, address, banking or payment information, and beneficiaries.
Follow up on NSF payments and send payment and renewal reminders.
Make daily outbound calls to new leads for broker appointments, with a target of approximately 50 calls per day.
Complete broker-assigned follow-up tasks and quote follow-ups.
Track applications and policy deliveries and follow up on pending signatures.
Collect and manage PHI, medical records, APS, questionnaires, ID verification, and other underwriting requirements.
Schedule meetings with brokers regarding approvals, ratings, or declined cases.
Respond promptly to client inquiries and maintain clear communication.
Contact insurance company head offices about pending documentation, payments, and case status.
Maintain accurate Salesforce records, including the “Application Submitted” tab.
Keep client files and documentation in Google Drive up to date.
Support compliance needs, record accuracy, and file audits, including audits of legacy files.
Support clients throughout lengthy underwriting processes.
Serve as a scheduling point of contact for brokers and help process outstanding items by gathering information and moving cases forward.
Perform additional administrative or operational tasks as needed.
Provide appropriate service coverage for brokers during vacation periods.