Customer Service Representative

Infosys; Franklin (WI); On-site; USD 45,000 - 65,000; Full time

Job summary

Infosys BPM Limited, a leading BPM provider, is seeking a Senior Process Associate in the United States to handle telephone inquiries from contract owners, agents and third parties. You will use multiple systems to deliver accurate information and explain life insurance products, while maintaining a professional, efficiency-driven demeanor.

Responsibilities include policy administration, transactions, and audits; you will train new hires and coordinate with clients, ensuring SLA targets are met

Qualifications

• High School Diploma or GED required.
• At least 1 year of relevant experience.

Responsibilities

• Perform Life Insurance Policy Administration and maintenance activities, including both financial and non-financial transactions.
• Process policy-related transactions accurately and within defined timelines.
• Ensure SLA targets are consistently met.
• Handle low to medium complexity transactions.
• Provide training and support to new hires.
• Conduct audits of low-complexity transactions.
• Offer buddy support and assist in resolving process-related queries.
• Coordinate and correspond with clients as required.

Skills

Microsoft Outlook

Excel

Word

Education

High School Diploma or GED Equivalent

1 year of relevant experience

Job description

Senior Process Associate

In the role, you will be responsible for delivering accurate and courteous responses to telephone inquiries from contract owners, agents and third parties. You will utilize multiple department systems to provide accurate information and will be expected to comprehend and explain life insurance products. You will be working in a fast-paced call center environment and during your day-to-day responsibilities, and you’ll maintain a positive and professional demeanor while meeting or exceeding quality and efficiency goals.

Customer Service Agent

Senior Process Associate

In the role, you will be responsible for delivering accurate and courteous responses to telephone inquiries from contract owners, agents and third parties. You will utilize multiple department systems to provide accurate information and will be expected to comprehend and explain life insurance products. You will be working in a fast-paced call center environment and during your day-to-day responsibilities, and you’ll maintain a positive and professional demeanor while meeting or exceeding quality and efficiency goals.

Responsibilities

• Perform Life Insurance Policy Administration and maintenance activities, including both financial and non-financial transactions.
• Process policy-related transactions accurately and within defined timelines.
• Ensure SLA targets are consistently met.
• Handle low to medium complexity transactions.
• Provide training and support to new hires.
• Conduct audits of low-complexity transactions.
• Offer buddy support and assist in resolving process-related queries.
• Coordinate and correspond with clients as required.

Qualifications

Required

• High School Diploma or GED Equivalent.
• At least 1 year of relevant experience listed in the job description.

Preferred

• Intermediate level of experience with Microsoft Outlook, Excel, and Word.
• Proven track record and experience working in a fast-paced team environment with ability to meet high productivity levels and tight deadlines for service delivery.
• Excellent service orientation and work ethic
• Must be committed to protecting client and producer confidential information.
• Must be able to work independently with minimal direction.
• Excellent interpersonal skills, internal and client facing.
• Strong analytical, organization and communication skills (written and verbal).

Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).

The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face.

About Us

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, Infosys BPM has 42 delivery centers in 14 countries spread across 5 continents, with 60,530 employees from 105 nationalities, as of March, 2026.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/Nationality

Infosys is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.