Customer Service (Policy Owner Services) - Call Center

Integrity Marketing Group; Clearwater (FL); On-site; USD 36,000 - 48,000; Full time

Job summary

Integrity Marketing Group, via Insurance Administrative Solutions (IAS), seeks a customer-focused specialist to handle Medicare Supplement inquiries, process requests, and document interactions with accuracy.

The role emphasizes strong communication, meticulous record-keeping, and the ability to manage multiple tasks in a fast-paced insurance environment while maintaining reliable attendance and professional conduct.

Qualifications

• High school diploma or GED required or equivalent.
• Insurance background preferred.
• Up to 2 years of proven customer support experience.
• Strong phone handling and active listening skills.
• Excellent communication and documentation abilities.
• Able to multitask and manage time effectively.
• Reliable transportation and punctuality.

Responsibilities

• Answer Medicare Supplement calls and provide policy status information to agents and insured.
• Place outbound calls to share or gather information.
• Document all calls in the online system during the interaction.
• Transfer or refer calls to the appropriate department per approved procedures.
• Process customer requests following internal and client procedures.
• Draft customer correspondence using approved templates.
• Maintain an auditable policy file by documenting related materials.
• Manage Bank Changes, Cancel NR, Death NR, Address Changes, and ID Cards.
• Coordinate with supervisors and team to ensure accurate, non-duplicated responses.

Skills

Phone etiquette

Active listening

Multitasking

Written & verbal communication

Customer service experience

Adaptability

Education

High school diploma or GED

Tools

Microsoft Office

Job description

About Insurance Administrative Solutions

Insurance Administrative Solutions Insurance Administrative Solutions (IAS) is a third‑party provider of comprehensive administrative solutions for our clients in the insurance industry. We offer a business process outsourcing solution that helps insurers optimize administrative workload, bolster their industry expertise, leverage emerging technologies, and streamline operations. With strong industry knowledge, we deliver value to our customers by providing compassionate customer service, efficient processing, and quality results. Here at IAS, we embrace the fact that great things are only accomplished by working as a team. We believe that all of our employees have valuable input no matter the level. Our highly collaborative team environment offers each of our employees a place where they can excel.

Job Summary

Provide prompt, courteous customer service, which meets or exceeds service standards. Utilize applicable policy forms, insurance law and internal procedures to answer inquiries and process requests from customers. Thoroughly document telephone calls, changes and written correspondence.

Primary Responsibilities

Other duties may be assigned as necessary:

• Answer incoming Medicare Supplement calls in accordance with quality standards to provide information to agents/ insured about the status of a policy or any other question they may have.
• Place outgoing calls to provide or obtain information.
• Document all calls while in progress using the online documentation program.
• Transfer or refer misdirected calls to the appropriate individual, department or offices outside the company, using approved transfer and referral techniques.
• Process customer requests using internal and client-mandated procedures.
• Produce correspondence to customers using approved letters.
• Fully document policy file or image system with all related material to leave a clear and concise audit trail.
• Efficiently process the Bank Changes, Cancel NR, Death NR, Address Changes and ID Cards.
• Communicate openly with Supervisor and other team members to ensure accurate responses and to avoid duplication of efforts.

Primary Skills & Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• High school diploma or GED equivalent
• Insurance background preferred
• Up to 2 years of proven customer support experience
• Strong phone contact handling skills and active listening
• Familiarity with Microsoft Office products
• Ability to adapt and respond to different types of people and tasks
• Excellent communication and documentation skills
• Ability to multi-task, prioritize, and manage time effectively and efficiently
• Reliable transportation and the ability to be punctual and dependable
• May have agent license but no active appointments

About Integrity

Integrity is one of the nation’s leading independent distributors of life, health and wealth insurance products. With a strong insurtech focus, we embrace a broad and innovative approach to serving agents and clients alike. Integrity is driven by a singular purpose: to help people protect their life, health and wealth so they can prepare for the good days ahead. Integrity offers you the opportunity to start a career in a family-like environment that is rewarding and cutting edge. Why? Because we put our people first! At Integrity, you can start a new career path at company you’ll love, and we’ll love you back. We’re proud of the work we do and the culture we’ve built, where we celebrate your hard work and support you daily. Joining us means being part of a hyper-growth company with tons of professional opportunities for you to accelerate your career. Integrity offers our people a competitive compensation package, including benefits that make work more fun and give you and your family peace of mind. Headquartered in Dallas, Texas, Integrity is committed to meeting Americans wherever they are — in person, over the phone or online. Integrity’s employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide. For more information, visit Integrity.com.

Equal Opportunity Employer

Integrity, LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law. In addition, Integrity, LLC will provide reasonable accommodations for qualified individuals with disabilities.