APL Customer Service Rep - Moderate

American Fidelity; Flowood (MS); On-site; USD 42,000 - 64,000; Full time

Job summary

American Fidelity in Mississippi seeks a detail-oriented service professional to support internal and external customers, including employer groups, brokers, and policyholders. The role emphasizes accurate, timely handling of inquiries in a regulated insurance environment.

You will document interactions, assist team members, and participate in LEAN and special projects while maintaining professional demeanor and strong communication. Bilingual skills may be required in some cases.

Qualifications

• Excellent customer service with attention to detail and timely responses.
• Advanced keyboard and Windows-based software proficiency.
• Strong math and analytical abilities for data accuracy.
• Superior written and verbal communication; business writing skills.
• Ability to work independently in a fast-paced production environment.
• Willingness to use bilingual skills as needed.
• Familiarity with IRS Code S125 rules and qualified retirement accounts is a plus.

Responsibilities

• Handle moderate to complex customer inquiries and service requests.
• Document interactions accurately in the appropriate system.
• Collaborate with colleagues and leaders to resolve issues.
• Maintain professional appearance and demeanor; meet deadlines.
• Adapt to changing processes and priorities; support LEAN initiatives.

Skills

Customer Service

Keyboard Skills

Math Skills

Analytical Skills

Communication Skills

Business Writing

Interpersonal Skills

Coordination & Collaboration

Professional Attire

IRS Code S125 Knowledge

Retirement Accounts Knowledge

Windows Software Knowledge

High Volume Production

Accuracy & Timeliness

Change Adaptability

Leadership & Multi-tasking

Bilingual Skills

Job description

*Provides moderate to complex service to internal and external Customers, which may include employer groups, Account Managers, Brokers, employee/participant Customers, and/or individual policyholders, utilizing superb verbal and written communication skills; resolves moderate to complex Customer inquiries and completes moderate to complex Customer service requests with specific attention to detail, accuracy and timely handling in accordance with the business units operating practices, administrative procedures, and applicable regulatory and insurance laws.

*Handles moderate to complex work assignments, working independently with minimal guidance, and determines accurate application of existing processes and procedures. 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 while meeting or exceeding the Customers needs in a timely and effective manner. This position may require the effective use of bilingual skills (verbal and/or written) at least 50 percent of the time.

*Accurately & concisely documents Customer inquiries, including escalated Customer inquiries, and actions taken within the appropriate system. Acts as a resource for less experienced Colleagues by providing guidance to team members, fellow company Colleagues, which may include Account Managers, consultants and Brokers, in specific areas of expertise; willingly steps in to provide leadership and accurate information while exhibiting a positive attitude centered around mutual Colleague and Customer respect. Attends training and serves a team member on LEAN teams and special project teams when requested.

Technical Skills and Requirements

Excellent Customer Service Skills

Advanced keyboard skills

Strong math skills

Strong analytical skills

Advanced communication skills

Strong business writing skills

Advanced interpersonal skills

Advanced coordination and collaboration skills

Exceptional professional attire and demeanor

Strong knowledge of IRS Code S125 rules and regulations

Qualified retirement account knowledge

Strong Windows-based softward knowledge

Advanced ability to work in a high volume, quick paced production environment

Known and demonstrated ability to be prompt and accurate with work product

Strong ability to change and demonstrated openness to change

Leadership ability to include demonstrated ability to multi-task and achieve stated goals

May require proven bilingual skills (verbal and/or written communications)

#APL