Customer Operations Sr Rep (Hybrid)
About The Position
As part of the Life New Business team, the Customer Operations Sr. Rep supports work throughout the New Business process, from application receipt through policy issuance and placement. The primary focus is supporting the 1035 exchange process, including making outbound calls to other insurance carriers to obtain status updates on pending payments and outstanding items. The role also supports other 1035-related processing, reports, and activities, with opportunities to contribute to additional New Business processing based on business needs. The position works across multiple systems and collaborates with others throughout the New Business process. Success requires strong attention to detail, organizational and communication skills, effective problem-solving and critical thinking, and the ability to manage changing priorities. The role has a hybrid working arrangement: associates within a commutable distance of 90 minutes work in-office at least one day each week and for additional moments that matter. The policy allows flexibility for business and personal schedules.
Requirements
- Experience making outbound calls in a professional setting.
- Strong organizational skills and ability to prioritize and manage a high volume of diverse work.
- Excellent attention to detail and ability to complete work accurately within established deadlines.
- Strong customer service skills to support internal and external customers.
- Professional verbal and written communication skills, including comfort making outbound calls to other insurance carriers.
- Demonstrated problem-solving and critical-thinking skills.
- Strong data entry and documentation skills.
- Ability to quickly learn new products, processes, systems, and procedures and apply that knowledge in a changing environment.
- Ability to work independently while contributing effectively within a collaborative team environment.
- Ability to manage multiple priorities and adjust workload as business needs change.
Nice To Haves
- Collaboration
- Communication
- Critical Thinking
- Customer Service
- Deadline Management
- Detail-Oriented
- Outbound Calls
- Prioritization
- Problem Solving
- Processing
- Time Management
- Working Independently
- Written Communication
Responsibilities
- Make outbound calls to other insurance carriers to obtain status updates on pending 1035 exchange payments and outstanding items.
- Accurately document and communicate information received through carrier follow-up and take appropriate next steps.
- Process assigned 1035-related work items, transactions, reports, and other activities in accordance with established procedures.
- Review information for accuracy and completeness and clarify or obtain additional information as needed.
- Accurately enter and maintain information within applicable systems.
- Monitor assigned work and follow up on outstanding items to support timely processing.
- Independently and efficiently prioritize work to meet daily production goals, service expectations, and customer needs.
- Complete required training and successfully learn and implement new workflows with a high degree of accuracy.
- Evaluate and communicate individual workload and identify items requiring additional support or escalation.
- Participate in a collaborative team environment that may require shifting work and priorities among team members to meet service needs and daily deadlines.
- Support additional New Business processing activities based on business needs.
Benefits
- Paid time off, with additional PTO based on length of service
- Flexible leave programs, including parental, caregiver, bereavement, and military leave
- Nine company-paid holidays
- Company-funded pension plan
- 401(k) retirement plan with company contribution tied to company performance, up to 10 percent of eligible earnings, with a target of 5 percent
- Medical, dental, and vision coverage from the first day of employment for associates and eligible family members
- Paid volunteer time
- Dollar-for-dollar matching gift program
- Associate Resource Groups
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
