Policy Service Rep Trainee

Illinois Mutual • Peoria, OK

2d • Onsite

About The Position

The Policy Service Representative Trainee provides customer service to policyowners, agents, and other customers through phone calls and incoming requests, under direct supervision. The role handles customer interactions, processes policy service requests, and provides accurate information using established procedures and resources. The trainee develops knowledge of company products, policies, systems, and processes through ongoing training and builds foundational knowledge across all policy types.

The position supports the Policy Service department by delivering a positive customer experience, escalating complex concerns when needed, meeting service and performance goals, and collaborating with teammates. The description lists the position as full-time and located at the Home Office.

Requirements

• At least one year of customer service experience.
• Strong verbal and written communication skills.
• Exceptional customer focus and a positive, professional attitude.
• Ability to manage multiple priorities and work efficiently in a fast-paced environment.
• Ability to maintain confidentiality and adhere to privacy standards.
• Ability to learn systems, processes, and procedures quickly.
• Strong attention to detail and commitment to accuracy.
• Sound judgment and problem-solving skills.
• Ability to work successfully in a team environment.
• Proficiency in Microsoft Office programs.
• Strong math and analytical skills.
• Required competencies at proficiency level 1: Accountability, Continuous Learning, Customer Focus, Integrity, Organizational Awareness, and Teamwork.

Nice To Haves

• Previous contact center, customer support, or service center experience.
• Insurance industry experience.
• Bilingual skills in Spanish.

Responsibilities

• Handle high-volume customer interactions while navigating multiple systems and completing service requests.
• Respond to customer inquiries by phone, email, and written correspondence with professionalism and empathy.
• Process customer requests, including beneficiary changes, policy updates, coverage verification, and form reviews.
• Develop knowledge of company products, policies, systems, and processes through ongoing training.
• Provide accurate, timely, and complete information using established procedures and resources.
• Identify customer needs and deliver solutions that promote a positive customer experience.
• Build foundational knowledge across all policy types.
• Escalate complex customer concerns to appropriate team members when necessary.
• Meet established service, quality, productivity, and performance goals.
• Support teammates and contribute to a collaborative work environment.
• Perform other duties and special projects that support the Policy Service department.

Benefits

• Compressed four-and-a-half-day work week with half-day Fridays.
• No monthly premium cost for employee medical, life, and disability insurance coverage.
• Paid time-off accrual, including annual rollover, and paid holidays.
• Competitive 401(k) plan with immediate vesting on company contributions.
• Discounted on-site employee cafeteria.
• On-site exercise facility and company-provided exercise time.
• Tuition reimbursement and training incentives.
• Access to voluntary dental and vision insurance coverage.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed