Customer Care Representative

Reliance Standard Life Insurance Company; United States; Hybrid; USD 20,000 - 29,000; Full time

Benefits offered by this job

Annual bonus

401(k) match

Health plans

Health Savings Account

Dental and vision coverage

Life & Disability Insurance

Parental leave

Hybrid work options

Tuition reimbursement

PTO 20+ days/year

Volunteer days

ERGs

Job summary

Reliance Standard Life Insurance Company seeks a Customer Care Representative to handle inbound calls from customers and business partners, explaining policy details and processing inquiries. You will build rapport while addressing questions and ensuring accurate policy information is provided.

Typical duties include handling claims status, report requests, and service tickets, with a focus on timely, quality responses in a 8:00am–7:00pm EST window and hybrid work arrangements where eligible.

Qualifications

• Excellent verbal and written communication skills.
• Strong problem‑solving abilities for customer inquiries.
• Ability to work in a fast-paced environment.
• Experience in Financial Services or Insurance is preferred.

Responsibilities

• Answers inbound calls providing customer service to Policyholders, Employees, Brokers, and Claimants.
• Communicates complex information in terms callers will understand.
• Resolves a wide variety of questions and inquiries for our customers.
• Assumes ownership and timeliness in supporting customers and business partners on claim status, report requests, or policy/contract information.
• Performs multiple tasks and navigates through multiple systems to service customers.

Skills

Communication

Problem solving

Time management

Organization

Teamwork

Verbal/written English

Microsoft Office

Education

High School Diploma or equivalent

Associate’s Degree preferred

Tools

Microsoft Office

Job description

Customer Care Representative

The Customer Care Representative handles inbound call volume from our customers and business partners to assist with claim status and claim process, explanation of their policy/contract, and service inquiries. Representatives work closely with callers to address questions and provide policy-related information while building a professional rapport to address all levels of a customer’s inquiry.

Responsibilities

• Answers inbound calls providing customer service to Policyholders, Employees, Brokers, and Claimants
• Communicates complex information in terms callers will understand
• Resolves a wide variety of questions and inquiries for our customers
• Assumes ownership and timeliness in supporting customers and business partners on claim status, report requests, or policy/contract information
• Performs multiple tasks and navigates through multiple systems simultaneously to service the customers and troubleshoot their questions and issues
• Follows up on customer inquiries when needed
• Maintains established levels of productivity and quality standards within a fast-paced environment
• Handles call volume and assigned service tickets/inquiries during assigned timeframes
• Completes assigned tasks and any other duties as assigned when needed
• Has developed broad specialized skills or is multi-skilled through job-related training and considerable on-the-job experience
• Completes work with a limited degree of supervision
• Likely to act as an informal resource for colleagues with less experience
• Identifies key issues and patterns from partial/conflicting data
• Problems typically are not routine and require analysis to understand
• Takes a broad perspective to problems and spots new, less obvious solutions

Qualifications

Education and Experience

• High School Diploma or equivalent required. Relevant Associate’s Degree highly preferred.
• 1–3 years of call center or equivalent customer service experience.
• Ability to work any shift during hours of operations, 8:00am – 7:00pm EST, Monday–Friday.

Skills and Abilities

• Excellent verbal and written communication skills.
• Excellent problem‑solving skills to handle customer problems in a timely and professional manner.
• Financial Services or Insurance industry experience preferred.
• Ability to adapt to a fast‑paced environment with highly developed time management and organizational skills.
• Ability to quickly build rapport with a customer, display empathy, and provide a high level of quality service.
• Ability to multi‑task and collaborate in a team‑focused environment.
• Working knowledge of Microsoft Office applications.
• Ability to travel: None.

Competencies

• Collaboration
• Drive for Excellence
• Communication
• Learning Agility
• Leading Self

Physical Requirements

Sitting for prolonged periods of time, frequently standing, walking distances up to one mile, bending, crouching, kneeling, reaching, occasionally lifting 25lbs, extensive typing, picking up and holding small objects, primarily using the fingers. Visual acuity and hearing sufficient to perform tasks such as preparing and analyzing data, transcribing notes, and answering telephones are required.

Compensation

The expected hiring range for this position is $18.00 hourly. Base pay is based on factors such as work location, job‑related skills, experience, qualifications, and market conditions.

Benefits

• Annual performance bonus for all team members.
• Generous 401(k) company match that is immediately vested.
• Choice of three medical plans (including prescription drug coverage).
• Company contribution to Health Savings Account for High Deductible Health Plan enrollees.
• Multiple options for dental and vision coverage.
• Company‑provided Life & Disability Insurance.
• Paid parental leave and adoption assistance.
• Hybrid work arrangements for eligible roles.
• Tuition reimbursement and continuing professional education.
• Paid time off—new hires start with at least 20 days of PTO per year plus nine company paid holidays. PTO may increase with level and tenure.
• Volunteer days, community partnerships, and employee assistance program.
• Employee Resource Group programs to connect colleagues across the country.

EEO Statement

Reliance Matrix is an equal‑opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age, or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.