Customer Experience Representative

EMC Insurance; United States; Remote; USD 43,000 - 65,000; Full time

Job summary

EMC Insurance is seeking a customer service specialist to handle inquiries, policy changes, illustrations, and routine policy processing for life and annuity products. This role supports agents and policyowners and collaborates with team members to improve the customer experience.

The position offers a work-from-home arrangement nationwide in the United States; candidates should have a high school diploma, some college, and experience in life/annuity services or call centers.

Qualifications

• High school diploma or equivalent.
• Associate degree preferred, with business or marketing customer service courses.
• Two years of experience working with life and annuity or related experience.
• Experience working in a call center, customer service, or similar environment preferred.
• LOMA coursework and Associate Customer Service designations preferred.

Responsibilities

• Handle customer contacts from agents, policyowners, and employers regarding in-force policies and policy administration.
• Prepare and deliver illustrations for universal life policies and annuity options for agents and policyowners.
• Generate and send service documents such as beneficiary and ownership changes and withdrawal forms.
• Process policy loans, dividends withdrawals, and routine policy changes at contact time.
• Respond to new business applications, sales illustrations, and underwriting inquiries with stakeholders.
• Create and/or generate necessary correspondence for agents or policyowners.
• Document all customer communications using the Call Manager system.
• Administer daily accounting transactions and reconcile lockbox payments on EMC Life and United policies.
• Review and mail system checks and correspondence regarding mode/address changes and terminations.
• Research moderately complex policy inquiries and consult with senior team members when needed.
• Utilize policy knowledge and systems to complete research and resolve issues.

Skills

Data entry

Communication skills

Analytical thinking

Mathematical skills

Confidentiality

Team player

Education

High school diploma or equivalent

Associate degree

Tools

DocView

Call Manager

Job description

At EMC, we’re all about working together to make an impact. As part of our team, you’ll have the opportunity to grow, contribute, and gain experience that matters. We strive to be caring leaders, close partners, and responsive experts—always supporting each other to do our best work. Join us, and let’s improve lives together.

This position is eligible to work from home anywhere in the United States

Handles all customer contacts, inquiries and service requests. Prepares, delivers and processes customer requests including policy changes, illustration requests and withdrawals/surrenders using various systems, marketing materials and own life insurance product knowledge. Administers daily accounting transactions on all policies. Researches and provides solutions to complex problems and requests. Collaborates with others to improve the customer experience.

Essential Functions

• Handles customer contacts from agents, policyowners, and employers regarding in-force policies, policy administration, and policy benefits.

• References various systems and marketing materials and product/life insurance knowledge to respond to requests and prepares and delivers in-force and sales illustrations for universal life policies, annuity settlement options, new product sales, and existing product conversions for agents and policyowners.

• Generates and sends appropriate service request documents such as beneficiary change, ownership change, and withdrawal and surrender forms following a review of policy information such as product type, policy provisions, and tax qualification codes.

• Processes various service requests including policy loans, dividend withdrawals, and routine policy changes at time of contact.

• Handles agent contacts regarding new business applications, sales illustrations, website and e-app support, and applicants for underwriting.

• Creates and/or generates necessary correspondence for the agent or policyowner.

• Documents all customer communication utilizing the online Call Manager system.

• Administers routine daily accounting transactions on existing EMC Life and United policies including premium payments and reconciliation of lockbox payments.

• Reviews, verifies, and mails automatic system checks.

• Reviews, processes, and delivers written correspondence regarding mode changes, address changes, and termination of coverage on existing workplace policies.

• Processes returned mail.

• Researches moderately complex new business and in-force policy inquiries not resolved during initial contact and consults with senior team members.

• Utilizes product/life insurance knowledge and various systems such as DocView, back files, marketing materials and policy forms to complete research.

• Stays current on systems, processes, and procedures to ensure appropriate handling.

• Collaborates with other teams to resolve and responds to customers with facts and/or solutions within established service level agreements.

• Collaborates with team members and people leader to improve the customer experience. Identifies and reports system problems to the appropriate person.

• Identifies, suggests, and implements process improvements.

Education & Experience

• High school diploma or equivalency

• Associate degree, with business or marketing customer service-related courses preferred

• Two years of experience working with life and annuity or related experience

• Experience working in a call center, customer service, or similar environment preferred

• LOMA coursework and Associate Customer Service designations preferred

Knowledge, Skills, & Abilities

• Good knowledge of state insurance and IRS regulations preferred

• Strong understanding of life insurance industry products and procedures

• Strong analytical and problem-solving skills

• Strong data entry and ten-key by touch skills

• Ability to accurately file alpha and numeric information

• Good math skills

• Strong verbal and written communication skills

• Strong organizational and customer service skills

• Ability to work in a fast-paced and team environment

• Ability to maintain confidentiality

The hiring salary range for this position will vary based on geographic location, falling within either of the following:

$43,081 - $59,537 or $47,635 - $65,482

A hiring range represents a subset of the full salary range.The actual salary will depend on several factors, includingrelevant education, skills, and experience of an applicant, geographic location, and business needs.

For information relating to the benefits EMC Team Members receive as part of a comprehensive rewards package, please visit www.emcins.com/careers.

Our employment practices are in accordance with the laws that prohibit discrimination due to race, color, creed, sex, sexual orientation, gender identity, genetic information, religion, age, national origin or ancestry, physical or mental disability, medical condition, veteran status, active military status, citizenship status, marital status or any other consideration made unlawful by federal, state, or local laws.

All of our locations are tobacco free including in company vehicles.