Customer Service - M Representative

AFA American Fidelity Assurance Company; United States; On-site; USD 42,000 - 65,000; Full time

Job summary

American Fidelity is seeking a detail-oriented service professional to handle moderate to complex customer inquiries for employer groups, account managers, brokers, and policyholders.

You will document interactions accurately, work independently with minimal supervision, and leverage bilingual skills where applicable. The role emphasizes regulatory knowledge, data security, and timely processing within our operating procedures.

Qualifications

• Must demonstrate excellent customer service and strong written communication skills.
• Advanced mathematical and analytical abilities required.
• Strong knowledge of IRS Code S125 rules and regulations.
• Experience with high-volume, fast-paced production environments.
• Ability to lead small projects and mentor teammates.

Responsibilities

• Provide moderate to complex service to internal and external Customers with attention to detail and regulatory compliance.
• Document inquiries and actions clearly in the appropriate system.
• Assist team and LEAN initiatives; share knowledge with colleagues and stakeholders.
• Demonstrate leadership by guiding teammates and taking ownership of tasks.

Skills

Customer service

Keyboard skills

Math skills

Analytical skills

Communication skills

Business writing

Interpersonal skills

Coordination/collaboration

Professional demeanor

IRS Code S125

Retirement accounts

Windows software

High-volume work

Timeliness accuracy

Adaptability

Leadership & multitasking

Bilingual ability

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 software 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)

AFC Corporate Careers | Sales Careers | Internships | APL 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! Share your information directly with our American Fidelity recruiting team and join our talent pipeline! 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!