Customer Experience Representative

SILAC Insurance Company • Salt Lake City, UT

2d • Onsite

About The Position

The Level 1 Customer Experience Representative supports incoming service needs, primarily through phone calls, and serves as a first point of contact for customers and agents with issued policies or pre-sale questions. The role provides information about policy status, basic transactions, and general annuity product information, with an emphasis on attentive listening, accurate documentation, and customer-focused service.

Representatives respond to calls and messages, provide policy-level information and resources by email, and process basic requests such as address changes, annual fund reallocations, and beneficiary updates. They record interactions and transaction details in internal systems, use multiple platforms to locate policy information, and collaborate with teammates and other departments to resolve or escalate issues. The role includes regular training and coaching and keeping current with product and procedural changes.

The position is full-time, in-office, with the potential to become hybrid in the future. The 40-hour workweek is Monday through Friday, with a shift starting between 6:30 a.m. and 8:30 a.m. Mountain Time. Starting pay is $21.75.

Requirements

• High school diploma or equivalent.
• At least 1 year of experience in a customer service, administrative, or call center environment.
• Strong verbal and written communication skills.
• Comfort 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.
• Customer service experience.
• 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 and resources to agents and policyowners by email.
• Review and complete basic service requests, including address changes, annual reallocations of funds, and beneficiary updates.
• Ensure service requests meet internal and regulatory guidelines before processing.
• Record customer interactions and transaction details accurately in appropriate systems.
• Navigate 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 about product changes, procedural updates, and customer experience initiatives.

Benefits

• Medical plans, including FSA and HSA.
• Dental and vision coverage.
• 401(k), with Roth and Traditional options.
• Pet insurance.
• Parental leave.
• Paid time off and sick time off.
• 10 paid holidays and one paid birthday.
• Paid volunteer time.
• College tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED