Customer Service Representative- Franklin, Tennessee
About The Position
CVS Health is seeking a Customer Service Representative for its Final Expense and Life Claims Operations team. The representative supports policyholders, beneficiaries, funeral homes, funding companies, and agents by answering questions about claim status, policy benefits, premium payments, policy loans, cancellations, documentation, and payment processing. The role requires accurate, compliant, and compassionate service, including when assisting customers in sensitive or emotional situations. The position involves resolving inquiries and supporting policy servicing and claims functions in a fast-paced, telephone- and computer-based environment. Employees manage multiple priorities while maintaining accuracy and professionalism, collaborate with internal departments, and meet productivity, quality, compliance, and service standards. The work schedule is hybrid, with onsite work Tuesday through Thursday at the Franklin, Tennessee location and remote work according to company guidelines and business needs. The position is full-time, with 40 anticipated weekly hours.
Requirements
- At least 1 year of customer service, call center, life claims, insurance, financial services, or related customer-facing experience.
- Ability to manage high-volume customer interactions and accurately document information across multiple systems.
- Proficiency with Microsoft Office and customer service applications, including navigating multiple applications simultaneously.
- Strong verbal and written communication skills, including the ability to explain policy information, procedures, and documentation requirements clearly and professionally.
- Ability to manage high-volume customer calls while maintaining accuracy and professionalism.
- Ability to work a hybrid schedule onsite Tuesday through Thursday at the Franklin, Tennessee location and maintain established productivity, quality, compliance, and customer service standards.
- High school diploma or equivalent.
Nice To Haves
- At least 2 years of experience in life insurance, final expense insurance, claims administration, policy servicing, or related insurance operations.
- Experience assisting policyholders, beneficiaries, funeral homes, agents, and funding companies with claims inquiries and payment processing.
- Working knowledge of life insurance products, including policy benefits, premium payments, billing, policy loans, cancellations, reinstatements, and claims procedures.
- Experience handling sensitive customer situations using empathy, de-escalation, and conflict-resolution techniques.
- Experience in a regulated environment requiring compliance with privacy, insurance, or financial services regulations.
- Ability to collaborate effectively with cross-functional teams to resolve customer issues and support service delivery goals.
Responsibilities
- Respond to inquiries regarding Final Expense and Life Insurance policies and claims.
- Provide claim status updates, explain policy benefits, and identify required documentation.
- Assist with premium payment inquiries, including billing questions, payment options, payment status, and account maintenance.
- Explain policy cancellation provisions, reinstatement options, refund eligibility, and applicable policy terms.
- Support policy loan inquiries and processing, including eligibility, requests, repayment options, balances, and effects on policy values and benefits.
- Assist beneficiaries, funeral homes, funding companies, agents, and policyholders with claim inquiries, documentation requirements, claim status, and payment processing information.
- Accurately document customer interactions and policy information across multiple systems.
- Resolve customer concerns using active listening, problem-solving, and conflict-resolution techniques.
- Collaborate with internal departments to support timely claim processing and issue resolution.
- Follow company policies, privacy standards, regulatory requirements, and insurance industry guidelines.
- Maintain productivity, quality, and service standards in a hybrid work environment.
- Support multiple lines of business and claim types as needed.
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
- Retirement savings options
- Wellness programs
- Other resources to support colleagues and their families, based on eligibility
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
