AFIBL Life DCS Customer Service Representative

American Fidelity•Oklahoma City, OK

11d

About The Position

The Life DCS Customer Service Representative reviews, processes, and responds promptly to moderate-to-complex inquiries about a broad range of life insurance products and annuities. Customers include internal and external parties, such as individual policyholders and the Department of Human Services. The role uses multiple communication channels and requires strong verbal and written communication, sound judgment, analytical research and resolution skills, attention to detail, and accurate, timely handling consistent with operating practices, administrative procedures, and applicable regulatory and insurance laws. The representative independently handles moderately complex assignments with minimal guidance in a fast-paced environment. They apply established processes and procedures, manage workflow tasks alongside phone calls, and complete assigned work within turnaround times. They protect confidential Customer information while meeting Customer needs effectively and promptly. The role also requires accurate documentation of inquiries, including escalated inquiries, and actions taken in administration systems. The representative may guide less experienced colleagues, provide leadership and accurate information, attend training, and participate in LEAN or special project teams when requested.

Requirements

High school education or General Education Degree (GED).
Three to five years of experience.
Excellent Customer service and listening skills.
Good communication and telephone skills, along with advanced communication skills.
Advanced keyboard skills.
Strong math skills.
Strong judgment, analytical, and problem-solving skills.
Strong business writing skills.
Advanced interpersonal, coordination, and collaboration skills.
Exceptional professional attire and demeanor.
Strong knowledge of Windows-based software.
Ability to work in a high-volume, fast-paced production environment, self-motivate, and work independently.
Demonstrated promptness and accuracy in work product.
Ability to adapt to change and demonstrated openness to change.
Ability to prioritize work, multitask between written or physical inquiries and phone calls, and achieve stated goals.
May require knowledge of accounting transactions such as debits, credits, and balance sheets.
May require proven bilingual verbal and/or written communication skills.

Responsibilities

Review, process, and respond in a timely manner to moderate-to-complex inquiries about life insurance products and annuities from internal and external Customers.
Research and resolve Customer inquiries using multiple communication channels, sound judgment, and analytical skills.
Apply business operating practices, administrative procedures, and applicable regulatory and insurance laws.
Handle assignments independently with minimal guidance and work effectively under pressure in a fast-paced, high-volume environment.
Apply existing processes and procedures accurately while switching between workflow assignments and phone calls.
Complete assigned processing tasks within established turnaround times.
Handle Customer data securely and confidentially while meeting or exceeding Customer needs.
Document Customer inquiries, including escalated inquiries, and actions taken accurately and concisely in appropriate administration systems.
Provide guidance and expertise to less experienced team members and other colleagues.
Step in to provide leadership and accurate information while maintaining a positive, professional attitude centered on mutual colleague and Customer respect.
Attend training and serve on LEAN teams and special project teams when requested.