Customer Service Representative
About The Position
Our Company AmeriLife’s strength is its mission: to offer insurance and retirement solutions to help people live longer, healthier lives. By putting its mission into practice, AmeriLife has become recognized as a national leader in developing, marketing, and distributing life and health insurance, annuities and retirement planning solutions to enhance the lives of pre-retirees and retirees. For more than 50 years, AmeriLife has partnered with the nation’s leading insurance carriers to provide value and quality to customers served through a national distribution network of over 200,000 insurance agents and advisors, over 70 marketing organizations, and nearly 50 insurance agency locations.
Requirements
- Bachelor’s degree in business, finance, operation management or equivalent preferred
- Strong Microsoft Office Suite skills including Excel (VLOOKUP/SLOOKUP, pivot tables, data validation, error-checking) and Word
- 1-3 years experience in customer service, financial services or insurance operations preferred
- Advanced analytical and problem-solving skills including ability to investigate discrepancies
- Working knowledge of agent contracting, appointment processes, and hierarchy management for Health and Wealth insurance products
- Strong analytical skills with the ability to interpret contracting rules, validate compensation logic, and troubleshoot data discrepancies
- Ability to recognize trend patterns, identify process gaps, and collaborate with leadership to drive operational improvements
- Excellent written, verbal, and interpersonal communication skills
- Strong attention to detail with accurate data-entry and documentation skills
- Ability to prioritize multiple tasks in a fast-paced environment
- Ability to adapt to changing workflows, prioritize multiple tasks, and operate in a fast-paced environment
Responsibilities
- Serve as a primary point of contact for inquiries related to agent contracting, appointment status, documentation requirements, and commission or incentive compensation issues
- Research and resolve contracting and compensation discrepancies by reviewing system configurations, compensation rules, agent/agency hierarchy alignments, and transactional data
- Maintain strong working knowledge of contracting workflows, hierarchy structures upline/downline relationships, and compensation impacts across Health and Wealth products
- Process updates to contracting and hierarchy records or escalate inaccuracies, workflow bottlenecks, or system gaps to Commissions, Contracting, or Technology teams
- Validate that contracting status and hierarchy alignment support accurate commission payments and compliance with regulatory and internal standards
- Produce timely, accurate reporting related to contracting status, compensation accuracy, issue trends, and service-level performance
- Analyze inquiry patterns and operational data to identify recurring issues, systemic gaps, or efficiency opportunities
- Recommend process improvements and partner with Commissions and Contracting Leadership to spearhead the implementation of approved enhancements
- Document all inquiries, investigations, and resolutions thoroughly and objectively in CRM and internal systems
- Maintain strict adherence to HIPAA, PHI, and organizational data‑protection requirements
- Explain complex contracting and compensation matters in clear, understandable language for agents, internal stakeholders, and leadership
- Meet established service, quality, productivity, and accuracy standards
- Build and maintain collaborative relationships with Contracting, Commissions, Operations, Finance, and Technology teams
Benefits
- A comprehensive benefits package that includes PTO, medical, dental, vision, retirement savings, disability insurance, and life insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
