Customer Service Representative II

Insurance Administrative Solutions • Clearwater, FL

11h

About The Position

The Customer Service Representative II provides prompt, courteous customer service that meets or exceeds service standards. The role uses applicable policy forms, insurance law, and internal procedures to answer customer inquiries and process requests. It requires thorough documentation of telephone calls, changes, and written correspondence.

The representative handles incoming Medicare Supplement calls and at least one other line-of-business line, providing agents and insured individuals with policy-status information and answers to other questions. The role also places outgoing calls, documents calls in an online program, and transfers or refers misdirected calls appropriately. It processes requests under internal and client-mandated procedures, prepares customer correspondence using approved letters, and maintains clear audit trails in policy files or image systems. Work includes bank changes, cancellations, death notifications, address changes, ID cards, more challenging work types, and other lines of business. The representative communicates with the supervisor and team members to ensure accurate responses and avoid duplicated work, and may coach or mentor colleagues, including new hires.

Integrity describes itself as a leading independent distributor of life, health, and wealth insurance products with an insurtech focus. It highlights a people-first, family-like workplace, professional opportunities, and a competitive compensation package with benefits. The company is headquartered in Dallas, Texas, and is an equal opportunity employer that provides reasonable accommodations for qualified individuals with disabilities.

Requirements

• High school diploma or GED equivalent.
• Two to four years of proven customer support experience.
• Strong phone contact-handling skills and active listening.
• Familiarity with Microsoft Office products.
• Ability to adapt and respond to different types of people and tasks.
• Excellent communication and documentation skills.
• Ability to multitask, prioritize, and manage time effectively and efficiently.
• Reliable transportation and the ability to be punctual and dependable.
• Ability to fulfill the schedule of 11 AM to 8 PM.

Nice To Haves

• Insurance background preferred.
• May have an agent license, but no active appointments.

Responsibilities

• Answer incoming Medicare Supplement calls and calls for at least one other line of business, providing policy-status information and answers to agents and insured individuals in accordance with quality standards.
• Place outgoing calls to provide or obtain information.
• Document calls while they are in progress using the online call documentation program.
• Transfer or refer misdirected calls to the appropriate individual, department, or outside office using approved techniques.
• Process customer requests using internal and client-mandated procedures.
• Prepare customer correspondence using approved letters and document policy files or image systems with related material to maintain a clear audit trail.
• Process bank changes, cancellations, death notifications, address changes, ID cards, more challenging work types, and other line-of-business work.
• Communicate with the supervisor and team members to ensure accurate responses and avoid duplication of effort.
• Provide coaching or mentoring, which may include training new hires.

Benefits

• Competitive compensation package, including benefits intended to provide employees and their families with peace of mind.
• Professional opportunities to accelerate career development.

What This Job Offers

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