Customer Service Representative II

Integrity Marketing Group; Clearwater (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

Integrity Marketing Group in Clearwater, FL is seeking a customer service professional to handle Medicare Supplement calls and other line of business inquiries. You will document interactions, provide policy information, and assist agents and insured with status updates while upholding quality standards.

The role emphasizes accurate record-keeping, multi-tasking, and adherence to procedures, with opportunities to mentor new hires and grow within our nationwide distribution network.

Qualifications

• High school diploma or GED required.
• Insurance background preferred.
• 2–4 years of proven customer support experience.
• Strong phone contact handling and active listening skills.
• Familiarity with Microsoft Office products.
• Ability to adapt to different types of people and tasks.
• Excellent communication and documentation skills.
• Ability to multi-task, prioritize, and manage time effectively.

Responsibilities

• Answer Medicare Supplement calls and one other line of business per quality standards.
• Provide information about policy status to agents/insured.
• Place outgoing calls to obtain or provide information.
• Document all calls using the online documentation system.
• Process changes (Bank Changes, NR, Death NR, Address Changes, ID Cards) and other line-of-business work.
• Maintain audit trails by documenting related materials in the system.
• Collaborate with supervisor and team to ensure accurate responses and avoid duplication.
• Provide coaching or mentoring to new hires when needed.

Skills

Active listening

Phone support

Communication

Documentation

Multi-tasking

Time management

Adaptability

Microsoft Office

Education

High school diploma

GED

Tools

Microsoft Office

Job description

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

Answer incoming Medicare Supplement calls as well as one other LOB line of business, 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 call 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, as well as more challenging work types as well as other line of business work types. Communicate openly with the Supervisor and other team members to ensure accurate responses and to avoid duplication of efforts. Provides coaching and/or mentoring which may include training of new hires.

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
• 2-4 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
• Able to fulfill the schedule 11 AM - 8 PM

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.

Equal Opportunity

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.

For more information, visit Integrity.com. Please note that all official communications from Integrity will come from @integrity.com or Workday domains. Founded in 2006, Integrity develops and distributes life and health insurance products and wealth products with carrier partners and markets these products through our vast distribution network. Our omnichannel platform helps provide life and health insurance and wealth management services to Americans to fit their unique needs. Wherever you are in life, the future can be a leap of faith.