AFIBL Life DCS Customer Service Representative

American Fidelity Assurance Company; Oklahoma City (OK); On-site; USD 36,000 - 56,000; Full time

Job summary

American Fidelity Assurance Company in Oklahoma City seeks a detail-oriented customer service professional to review, process, and respond to moderate to complex inquiries across life insurance products and annuities.

You will handle multi-channel communications, document thoroughly, and support teammates on LEAN and special projects, while maintaining accuracy and customer confidentiality. This role requires strong written and verbal skills and the ability to adapt to changing regulations.

Qualifications

• High school education or GED.
• 3–5 years of experience.
• Experience in life insurance or customer service preferred.

Responsibilities

• Respond to customer inquiries via multiple channels.
• Document inquiries and actions in appropriate systems.
• Handle moderate to complex work with minimal guidance under pressure.
• Attend LEAN trainings and contribute to project teams as needed.
• Maintain customer data security and confidentiality.

Skills

Customer Service

Communication

Multitasking

Problem Solving

Attention to detail

Bilingual skills

Windows software

Education

GED

Tools

Windows-based software

Job description

Review, process and respond in a timely manner to moderate to complex inquiries, covering a large variety of life insurance products and annuities, from internal and external Customers, including individual policy holders, Department of Human Services, etc., utilizing multi-channel communications, superb verbal and written communication skills, good judgment and analytical skills for research and resolution, specific attention to detail, accuracy, and timely handling in accordance with the business units operating practices, administrative procedures, applicable regulatory and insurance laws, and demonstrates a proactive approach for problem solving and resolution.

Handles moderate to complex work assignments, working independently with minimal guidance and effectively under pressure in a fast paced environment, determines accurate application of existing processes and procedures, and able to multi-task and switch back and forth from work flow task assignments to phone calls. Utilizes experience and expertise in specific processing areas in order to handle assigned work tasks within established turnaround times, ensures Customer data is handled securely and confidential while meeting or exceeding the Customers' needs in a timely and effective manner.

Accurately and concisely documents Customer inquiries, including escalated Customer inquiries, and actions taken within the appropriate administration systems.

Acts as a resource for less experienced Colleagues by providing guidance to team members and/or other fellow company Colleagues in specific areas of expertise; willingly steps in to provide leadership and accurate information while exhibiting a positive, professional attitude centered around mutual Colleague and Customer respect.

Attends training and serves as a team member on LEAN teams and special project teams when requested.

Requirements & Technical Skills

• Excellent Customer Service and listening skills
• Good communication and telephone skills
• Advanced keyboard skills
• Strong math skills
• Strong judgment, analytical, and problem solving skills
• Advanced communication skills
• Strong business writing skills
• Advanced interpersonal skills
• Advanced coordination and collaboration skills
• Exceptional professional attire and demeanor
• Strong Windows-based software knowledge
• Advanced ability to work in a high volume, quick paced production environment with ability to self motivate and work independently
• Known and demonstrated ability to be prompt and accurate with work product
• Strong ability to adapt to change and demonstrated openness to change
• Leadership ability to include demonstrated ability to prioritize work and multi-task between written/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 skills (verbal and/or written communications)

Education & Certifications

• High school education or General education degree (GED)
• 3 years up to five years

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