Customer Service Representative- Life Insurance

Velocitii•Arizona City, AZ

15h•$16 - $18•Remote

About The Position

Velocitii is hiring remote Customer Service Representatives to support life insurance members and agents. In this fast-paced role, representatives answer questions and guide people through life insurance and financial service requests, providing accurate, empathetic support in a remote environment. The role serves members and agents and handles sensitive conversations while maintaining compliance with policies, procedures, and regulatory guidelines. Representatives research member files, navigate multiple systems, verify information and eligibility, and resolve inquiries involving policy requests, account updates, beneficiary changes, payment options, loans, claims, and certificate inquiries. They are expected to meet quality and productivity goals and stay current on products, benefits, policies, procedures, and industry regulations. The position is remote and is available to candidates living in Arizona, Florida, or Texas. The company provides equipment and paid training. The schedule is Monday through Friday, with shifts starting at 9:00 or 9:30 AM EST; weekends are not required. A start date has not yet been confirmed.

Requirements

At least 6 months of call-center experience.
At least 1 year of customer service experience.
Strong verbal and written communication skills.
Organizational, problem-solving, and decision-making skills.
Ability to navigate multiple computer systems.
Experience in a virtual desktop environment.
A distraction-free remote workspace.
High school diploma or GED.
Participate in virtual interviews using a computer with a working camera.
Complete an internet speed test, background screening, employment verification, and drug screening.

Nice To Haves

Previous experience supporting life insurance, annuity, or other financial service products.
Familiarity with Third Party Administrator (TPA) concepts.
Knowledge of medical or dental terminology or claims processing.
Comfort working in a diverse, inclusive, team-focused culture.

Responsibilities

Answer incoming calls and place outbound calls with members and agents professionally, empathetically, and carefully.
Assist with policy-related requests, account updates, beneficiary changes, payment options, loans, claims, and other certificate inquiries.
Research member files and analyze inquiries to determine the best path to resolution.
Navigate multiple systems and resources to accurately verify information, benefits, and eligibility.
Interpret policy provisions, procedures, and regulatory guidelines to handle requests correctly and within required timeframes.
Handle sensitive and emotional conversations compassionately while maintaining compliance standards.
Use problem-solving and decision-making skills to resolve complex member concerns.
Stay up to date on products, member benefits, policies, procedures, and industry regulations.
Meet quality and productivity goals while delivering an exceptional member experience.

Benefits

Hourly pay of $16.00–$17.50 with paid training.
Pay increase after proven performance.
Annual bonuses and merit raises available.
Free 24/7 telehealth visits for the employee and eligible family members; in-home diagnostics available in select areas.
Healthcare and life insurance beginning the first of the month after hire.
401(k) beginning the first of the month after hire.
Sick time and PTO accrue starting on day one; sick time can be used right away.
Paid holidays, including the employee's birthday, after 90 days.
Paid volunteer time off.
Company-provided equipment.
Access to training, coaching, and mentorship.