Customer Experience Representative

SILAC Insurance Company•Salt Lake City, UT

2d•Onsite

About The Position

The Customer Experience Department at SILAC supports policyholders, agents, and internal partners by delivering efficient, accurate, and compassionate service. We manage incoming inquiries, process policy-related transactions, and provide education on our annuity products. Our department values collaboration, consistency, and a commitment to delivering excellent service. By focusing on clear communication and problem-solving, we support SILAC's mission to be a trustworthy and responsive partner. The Level 1 Customer Experience Representative is responsible for supporting incoming service needs with the majority of the work through incoming phone calls. This role serves as the first point of contact for customers and agents with issued policies or pre-sale questions, assisting with questions related to policy status, basic transactions, and general information. Representatives must demonstrate strong listening skills, accurate documentation, and a customer-first mindset. This role also acts as a gateway for professional development within the department.

Requirements

High school diploma or equivalent
1+ year of experience in a customer service, administrative, or call center environment
Strong verbal and written communication skills
Comfortable using multiple systems and following defined procedures
Willingness to learn annuity products and financial service regulations

Nice To Haves

Experience in the annuity or life insurance industry
Experience in a Customer Service
Experience in a call or service center environment
Familiarity with financial service terminology and processes

Responsibilities

Respond to incoming calls and messages from policyholders, agents, and internal teams.
Provide accurate, policy-level information in a professional and timely manner.
Provide information and resources via email to agents and policyowners.
Review and complete basic service requests such as address changes, annual reallocation of funds, and beneficiary updates.
Ensure all requests meet internal and regulatory guidelines prior to processing.
Accurately record customer interactions and transaction details in appropriate systems.
Navigate multiple internal platforms to locate policy data and job aids.
Partner with teammates and cross-functional departments to resolve issues.
Communicate updates, escalations, and service impacts to appropriate channels.
Participate in regular training and coaching sessions.
Stay informed of product changes, procedural updates, and customer experience initiatives.