Final Expense – Verifiers – Bahria

Touchstonejobs; Pakistan; On-site; PKR 502,000 - 670,000; Full time

Job summary

Touchstonejobs is seeking a Final Expense Verification Specialist to verify medical and financial qualifications, build quick rapport with senior clients, and prepare each lead for a smooth handover to a licensed Closer.

You will handle inbound or bot-generated calls, follow the approved script word-for-word, collect required information, document interactions in the CRM, and ensure only compliant, ready-to-transfer leads reach Closers.

Qualifications

• 3–6 months call center experience preferred.
• Clear English-speaking skills for senior customers.
• Ability to ask medical and financial qualifying questions confidently and professionally.
• Follow verification script word-for-word.
• Maintain CRM/dialer notes accurately.

Responsibilities

• Perform call verification for medical and financial qualification.
• Handle inbound or bot-generated calls and prepare clients for transfer.
• Ask required qualifying questions and build client rapport.
• Ensure leads meet campaign criteria and are ready for the closer.
• Document interactions in CRM with clear notes.
• Maintain floor discipline and collaborate with Closers.

Skills

Call center experience

English proficiency

Medical questioning

Rapport building

Compliance & script adherence

Attention to detail

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.
• The Final Expense Verification Specialist 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.
• Medical Insurance
• Training Programs
• Market Competitive Salary + Lucrative Bonus