APL Customer Service Rep - Moderate

APL American Public Life Insurance Company; Mississippi; On-site; USD 42,000 - 66,000; Full time

Job summary

APL American Public Life Insurance Company is seeking a customer service professional to support internal and external clients, including employer groups, brokers, and policyholders. You will resolve moderate to complex inquiries with accuracy and timely communication.

You will document all interactions in the system, provide guidance to colleagues, and participate in LEAN initiatives. Strong writing, math, and analytical skills are essential for success in this role.

Qualifications

• Excellent Customer Service Skills with attention to detail and accuracy.
• Knowledge of IRS Code S125 rules and regulations is a plus.
• Ability to thrive in a high-volume, fast-paced production environment.

Responsibilities

• Provide moderate to complex service to internal and external customers, including employer groups, Account Managers, Brokers, and policyholders, with excellent verbal and written communication.
• Handle independent work assignments with minimal guidance and meet turnaround times.
• Document inquiries and actions accurately in the system; assist LEAN and project teams as needed.

Skills

Excellent customer service

Advanced communication

Strong math skills

Analytical skills

Business writing

Interpersonal skills

Leadership

Tools

Windows-based software

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)

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American Fidelity is a certified Great Place to Work for All! No matter where you work in the organization, you have a chance to make a difference. Our culture focuses on helping Colleagues to be their best! We work hard to make a difference to our Customers and community, focus on teamwork and collaboration and always offer a different perspective - a different opinion. We want to meet you! American Fidelity specializes in the education, public sector, automotive and healthcare industries with products like group and individual life, health and annuity services as well as other financial security products and services. We’re focused on offering a different opinion to our Customers – making things easier for them by providing benefits administration and education. For our policyholders, we help provide financial security through our benefit offerings, which provide coverage for some of life’s worst events – cancer, accidents, critical illnesses, death and more – and for some of life’s best – childbirth, retirement and more. Learn more about us!