Customer Experience Representative
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.
Benefits
- Medical Plans, including FSA and HSA
- Dental and Vision
- 401(k) (Roth and Traditional)
- Pet Insurance
- Parental Leave
- Paid Time and Sick Time off
- 10 Paid Holidays and 1 Birthday Pay
- Paid Volunteer Time
- College Tuition Reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
