Customer Experience Representative

SILAC Insurance Company•Salt Lake City, UT

2d•Onsite

About The Position

SILAC Insurance Company is one of the fastest-growing insurance companies in the nation, offering industry-leading annuity products to help individuals prepare for retirement. The company focuses on providing clean, simple, and competitive products, delivering best-in-class service to agents and business partners, and supporting employee success. With over 300 employees, SILAC is committed to adaptability, innovation, and trustworthiness, upholding core values of Adaptability & Continuous Improvement, Transparency & Trust, Honesty & Integrity, Teamwork & Collaboration, and Gratitude & Compassion. SILAC encourages diversity and an inclusive culture. The Customer Experience Department supports policyholders, agents, and internal partners by delivering efficient, accurate, and compassionate service, managing inquiries, processing transactions, and educating on annuity products. The department values collaboration, consistency, and excellent service, aiming to be a trustworthy and responsive partner. The Level 1 Customer Experience Representative supports incoming service needs primarily through phone calls, acting as the first point of contact for customers and agents with issued policies or pre-sale questions. This role involves assisting with policy status, basic transactions, and general information, requiring strong listening skills, accurate documentation, and a customer-first mindset, and serves as a gateway for professional development.

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.