Customer Experience Representative

SILAC Insurance Company•Salt Lake City, UT

11d•$22•Onsite

About The Position

SILAC Insurance Company is one of the fastest-growing insurance companies in the nation and continues to be a top contender in the industry. SILAC offers industry-leading annuity products that help individuals prepare for retirement. Teams can align around a shared vision of providing clean, simple & competitive products for clients, delivering best-in-class service to agents & business partners, and propelling the success of our employees. With a fast-growing team of more than 300 employees, we are committed to remaining adaptable, innovative, and trustworthy for our clients, agents, and employees. We hold true to our core values: Adaptability & Continuous Improvement Transparency & Trust, Honesty & Integrity Teamwork & Collaboration Gratitude & Compassion At SILAC Insurance Company, we welcome and encourage diversity and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. Customer Experience Representative Department Overview: 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. Job Overview: 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.