APL Customer Service Rep - Moderate

American Public Life Insurance (APL); Flowood (MS); On-site; USD 38,000 - 52,000; Full time

Job summary

American Public Life Insurance (APL) seeks a customer-focused professional to provide complex service to customers, including employer groups and policyholders. The role emphasizes accurate handling of inquiries and adherence to regulatory guidelines.

The candidate will document interactions, support colleagues, and participate in LEAN and team projects while maintaining professional communication and data security.

Qualifications

• Customer-centric service approach with attention to detail.
• Ability to handle moderate to complex inquiries accurately.
• Experience with regulatory and insurance guidelines preferred.

Responsibilities

• Provides service to internal and external customers with clear communication.
• Handles independent work with minimal guidance and meets turnaround times.
• Documents inquiries and supports colleagues on LEAN and projects.

Skills

Customer service

Keyboard skills

Math skills

Analytical skills

Communication skills

Business writing

Interpersonal skills

Coordination & collaboration

Bilingual communication

Leadership potential

Change readiness

IRS Code S125 knowledge

Retirement account knowledge

Windows-based software

Tools

Windows-based software tools

Job description

Job Responsibilities

• 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)

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