Final Expense – Verifiers

Touchstonejobs; Islamabad; Remote; PKR 360,000 - 520,000; Full time

Job summary

Touchstonejobs is seeking a Final Expense Verification Specialist to handle inbound or bot-generated calls, verify eligibility, and prepare leads for the Closer. This role focuses on verification, medical and financial qualification, and compliant call preparation without selling or quoting.

You'll follow scripts exactly, document interactions in the CRM, and collaborate with Closers to ensure smooth handovers and high-quality transfers.

Qualifications

• 3–6 months call center experience preferred (Final Expense experience is a strong plus).
• Clear English-speaking skills with the ability to connect with senior customers.
• Ability to ask medical and financial qualifying questions confidently and professionally.
• Strong rapport-building ability and understanding of U.S. customer culture.
• High discipline, attention to detail, and clean system handling.
• Ability to follow scripts strictly and handle continuous inbound/bot-generated calls.

Responsibilities

• Handle inbound or bot-generated calls focusing on verification and qualification.
• Ask required medical and financial qualifying questions per script.
• Prepare customers for the licensed Closer with a smooth handover.
• Maintain compliant tone and document notes in the CRM.
• Follow approved script word-for-word and avoid policy details or prices.
• Collaborate with Closers and participate in coaching to improve call quality.

Skills

Call center experience

English proficiency

Medical questioning

Financial questioning

Rapport building

Attention to detail

Script adherence

Job description

The Final Expense Verification Specialist is responsible for handling inbound or bot‑generated calls, verifying customer eligibility, building need, and preparing the client for a smooth transfer to the Closer. This role focuses strictly on verification, medical/financial qualification, rapport building, and clean call preparation—not selling, quoting, or giving policy details.
Verification Specialists must follow scripts accurately and ensure only high‑quality, compliant verified calls reach the Closer

Key Responsibilities:

• Call Verification (Medical & Financial Qualification)
• Receive warm calls generated through the bot system or dialer.
• Ask all required medical qualifying questions (basic health indicators, major medical conditions, medication history, recent hospitalizations, etc.—as per script).
• Ask all required financial qualifying questions (affordability range, comfort level with small monthly premiums—no quoting or selling).
• Confirm that the customer meets the Final Expense campaign criteria based on both medical and financial responses.
• Ensure the lead is clean, accurate, and fits Closer requirements before transfer.
• Need-Building & Customer Preparation
• Build quick rapport with senior customers using empathy and clarity.
• Identify and reinforce the customer’s reason for coverage (protection for loved ones, avoiding burden on family, etc.).
• Strengthen motivation without overselling or discussing policy details.
• Prepare the customer for the licensed Closer by setting expectations and reducing doubts.
• Smooth Transfer Process
• Provide warm, professional handovers with zero confusion or long gaps.
• Use correct pre-frame statements such as introducing the licensed specialist.
• Maintain transfer quality to support high conversion on the closer side.
• Ensure the customer stays engaged throughout the handover.
• Script & Compliance Adherence
• Follow the approved verification script word-for-word—no modifications.
• Avoid policy details, prices, underwriting decisions, or misleading statements.
• Maintain a compliant, professional tone on every call.
• Uphold high ethical standards and call discipline at all times.
• Documentation & Systems Accuracy
• Update CRM/dialer notes clearly and accurately for every interaction.
• Mark dispositions correctly:
  • Verified
  • Not Qualified
  • Not Interested
  • Call Back
  • Bot Error / Invalid Lead
• Maintain daily workflow discipline and follow the queue process.
• Ensure all verified leads are clean and clearly documented for Closers
• Floor Discipline & Team Collaboration
• Maintain punctuality, break discipline, and professional conduct.
• Work closely with Closers to understand which verified calls convert best.
• Participate in coaching, feedback, and skill‑building sessions to improve call quality.
• Maintain a positive, cooperative attitude in a fast‑paced environment.

Requirements (Skills and Qualifications)

• 3–6 months call center experience preferred (Final Expense experience is a strong plus).
• Clear English-speaking skills with the ability to connect with senior customers.
• Ability to ask medical and financial qualifying questions confidently and professionally.
• Strong rapport-building ability and understanding of U.S. customer culture.
• High discipline, attention to detail, and clean system handling.
• Ability to follow scripts strictly and handle continuous inbound/bot-generated calls.