• The role involves managing and processing insurance policies, providing customer support, maintaining accurate documentation, and ensuring effective communication with policyholders and internal teams.
• The ideal candidate will have strong organizational skills, attention to detail, and the ability to handle multiple administrative and customer service tasks efficiently.

Key Responsibilities:

Policy Management and Processing:

• Process policy options, changes, audits, and reinstatements.
• Handle various requests from policy owners, associates, and other departments.
• Research and respond to customer questions and issues related to policies.

Customer Communication and Support:

• Provide administrative assistance and communicate with customers via telephone, letter, and email.
• Promote customer retention using service recovery strategies.
• Offer dissatisfied customers clear explanations of policy benefits, provisions, and settlement options.
• Escalate unresolved customer grievances to the management team.

Documentation and Record-Keeping:

• Maintain records of customer interactions and transactions using the Telememo application and MS Access database.
• Record details of inquiries, complaints, comments, and actions taken.
• Verify customer identity and adhere to SOX Controls.
• Prepare and organize file documentation accurately.

Customer Service and Rapport Building:

• Provide outstanding customer service in all interactions.
• Project a “WOW,” “warm,” and “positive” attitude while building rapport with internal and external clients.

Task Management:

• Prioritize work and manage multiple tasks and assignments effectively.

General Duties:

• Perform other related duties as required and assigned.

Qualifications:

• Ability to read, write, and communicate in English at 80% proficiency or B2 level.
• High school diploma or GED.
• At least 1 year of general office experience or experience in a data-entry or customer service role.
• Computer literacy with proficiency in Microsoft Word, Excel, and Outlook, along with data entry experience.
• Ability to effectively present information and respond to questions through all communication channels (phone, email, mail, fax).
• Strong numerical ability for accurate calculations.
• Ability to understand and interpret insurance policies and regulations.
• Resourceful problem-solving skills for addressing various issues with policyholders.
• Capability to understand and follow instructions in different formats, whether verbal or written.
• Maintains professionalism in all interactions with customers and colleagues.
• Highly organized and capable of managing multiple tasks efficiently.
• Builds and maintains positive relationships with colleagues and external contacts.
• Quick learner with the ability to understand regulations and standards effectively.