Customer Experience Representative

SILAC Insurance Company; Salt Lake City (UT); On-site; USD 57,859,000 - 66,125,000; Full time

Benefits offered by this job

Medical Plans, including FSA and HSA

Dental and Vision

401(k) (Roth and Traditional)

Pet Insurance

Parental Leave

Paid Time and Sick Time off

10 Paid Holidays and 1 Birthday Pay

Paid Volunteer Time

College Tuition Reimbursement

Job summary

SILAC Insurance Company is seeking a Customer Experience Representative in Salt Lake City, UT. This role handles incoming calls from policyholders, agents, and internal teams, delivering accurate, policy-level information with a customer-first mindset.

You will process basic service requests, update records, and collaborate across departments to resolve issues. A high school diploma and 1+ year of experience are required, with ongoing training provided.

Qualifications

• High school diploma or equivalent.
• 1+ year of customer service, administrative, or call center experience.
• Strong verbal and written communication skills.
• Comfortable using multiple systems and following defined procedures.
• Willingness to learn annuity products and financial service regulations.

Responsibilities

• Respond to incoming calls and messages from policyholders, agents, and internal teams.
• Provide accurate policy-level information in a professional and timely manner.
• Provide information and resources via email to agents and policyowners.
• Review and complete basic service requests such as address changes, annual reallocation of funds, and beneficiary updates.
• Ensure all requests meet internal and regulatory guidelines prior to processing.
• Accurately record customer interactions and transaction details in appropriate systems.
• Navigate multiple internal platforms to locate policy data and job aids.
• Partner with teammates and cross-functional departments to resolve issues.
• Communicate updates, escalations, and service impacts to appropriate channels.
• Participate in regular training and coaching sessions.
• Stay informed of product changes, procedural updates, and customer experience initiatives.

Skills

Customer service

Communication

Multisystem use

Education

High school diploma

Tools

CRM systems

Job description

About SILAC

SILAC Insurance Company is one of the fastest-growing insurance companies in the nation and continues to be a top contender in the industry. SILAC offers industry-leading annuity products that help individuals prepare for retirement. Teams can align around a shared vision of providing clean, simple & competitive products for clients, delivering best-in-class service to agents & business partners, and propelling the success of our employees.

With a fast-growing team of more than 300 employees, we are committed to remaining adaptable, innovative, and trustworthy for our clients, agents, and employees.

We hold true to our core values:

• Adaptability & Continuous Improvement
• Transparency & Trust, Honesty & Integrity
• Teamwork & Collaboration
• Gratitude & Compassion

At SILAC Insurance Company, we welcome and encourage diversity and are dedicated to creating an environment and culture that is respectful and inclusive for everyone.

Customer Experience Representative

Department Overview: The Customer Experience Department at SILAC supports policyholders, agents, and internal partners by delivering efficient, accurate, and compassionate service. We manage incoming inquiries, process policy-related transactions, and provide education on our annuity products. Our department values collaboration, consistency, and a commitment to delivering excellent service. By focusing on clear communication and problem-solving, we support SILAC's mission to be a trustworthy and responsive partner.

Job Overview

The Level 1 Customer Experience Representative is responsible for supporting incoming service needs with the majority of the work through incoming phone calls. This role serves as the first point of contact for customers and agents with issued policies or pre-sale questions, assisting with questions related to policy status, basic transactions, and general information. Representatives must demonstrate strong listening skills, accurate documentation, and a customer-first mindset. This role also acts as a gateway for professional development within the department.

Job Details

Starting Pay Rate: $21.75

Full Time or Part Time: Full-Time

Standard Hours Per Week: Monday - Friday, 40 hours/week

Work Schedule: Shift starts between 6:30 AM and 8:30 AM MT

Schedule Type: In-Office with potential to go Hybrid in the future.

What you’ll do

Customer Support (Phone & Written)

• Respond to incoming calls and messages from policyholders, agents, and internal teams.
• Provide accurate, policy-level information in a professional and timely manner.
• Provide information and resources via email to agents and policyowners.

Processing

• Review and complete basic service requests such as address changes, annual reallocation of funds, and beneficiary updates.
• Ensure all requests meet internal and regulatory guidelines prior to processing.

Documentation & System Navigation

• Accurately record customer interactions and transaction details in appropriate systems.
• Navigate multiple internal platforms to locate policy data and job aids.

Collaboration & Communication

• Partner with teammates and cross-functional departments to resolve issues.
• Communicate updates, escalations, and service impacts to appropriate channels.

Learning & Development

• Participate in regular training and coaching sessions.
• Stay informed of product changes, procedural updates, and customer experience initiatives.

Job Requirements

Who you are

Required

• High school diploma or equivalent
• 1+ year of experience in a customer service, administrative, or call center environment
• Strong verbal and written communication skills
• Comfortable using multiple systems and following defined procedures
• Willingness to learn annuity products and financial service regulations

Desired

• Experience in the annuity or life insurance industry
• Experience in a Customer Service
• Experience in a call or service center environment
• Familiarity with financial service terminology and processes

BENEFITS

• Medical Plans, including FSA and HSA
• Dental and Vision
• 401(k) (Roth and Traditional)
• Pet Insurance
• Parental Leave
• Paid Time and Sick Time off
• 10 Paid Holidays and 1 Birthday Pay
• Paid Volunteer Time
• College Tuition Reimbursement

Communication during the recruitment process regarding interview requests or job offers will come directly from a recruiting team member with a silacins.com email address. At SILAC, we celebrate a diverse and inclusive work environment, where we honor and support varying backgrounds, beliefs, and perspectives for the benefit of our business, including our employees and products. We are proud to be an equal-opportunity workplace and strive to be a place where every employee feels they belong. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or a special need that requires accommodation, please let us know.