Customer Service Representative II

Integrity; Clearwater (FL); On-site; USD 32,000 - 46,000; Full time

Job summary

Integrity is seeking a customer service representative to handle Medicare Supplement inquiries and related lines. The role requires documenting calls, processing requests, and maintaining clear audit trails.

You will assist insureds and agents with policy information and use approved procedures to resolve issues, while collaborating with team members to ensure accurate responses. The ideal candidate has 2–4 years in customer support, a high school diploma or GED, and familiarity with Office

Qualifications

• High school diploma or GED required.
• 2–4 years of proven customer support experience.
• Insurance background preferred.
• Strong phone contact handling and active listening.
• Familiarity with Microsoft Office products.
• Ability to multi-task and manage time effectively.

Responsibilities

• Answer incoming Medicare Supplement calls and one other LOB line per quality standards.
• Place outgoing calls to provide or obtain information.
• Document all calls using the online call documentation program.
• Transfer or refer misdirected calls to the appropriate department.
• Process customer requests using internal procedures.
• Produce correspondence to customers with approved letters and maintain audit trail.
• Efficiently process bank changes, NR updates, and address changes.
• Communicate with supervisor and teammates to ensure accurate responses.

Skills

Phone support

Active listening

Documentation

Microsoft Office

Communication skills

Time management

Reliable transportation

Education

High school diploma or GED

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 Other Duties May Be Assigned As Necessary

• 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

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.

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.