Life Insurance - Customer Support

Infosys BPM; Des Moines (IA); On-site; USD 40,000 - 55,000; Full time

Job summary

Infosys BPM Ltd. in Des Moines, IA is seeking a Senior Process Associate - Customer Service to handle inbound calls, identify needs, and provide accurate information about life and annuity products. You will use multiple systems and maintain professionalism to meet quality and efficiency goals.

The role requires a high school diploma or GED, at least 1 year of experience, and office work experience. Preferred candidates have proficiency in Microsoft Outlook, Excel, and Word and can work in a

Qualifications

• High School Diploma or GED or equivalent required.
• At least 1 year of experience in the described role.
• Experience working in an office setting.

Responsibilities

• Manage large amounts of inbound calls in a timely manner
• Identify customers’ needs, clarify information, research every issue, and provide solutions
• Provide excellent customer service by responding to email and phone requests
• Escalate issues to appropriate level to ensure customer satisfaction
• Process transactions to meet timeliness and quality standards
• Collaborate with team to meet service and quality standards
• Build sustainable relationships and engage customers by going the extra mile
• Complete internal and external training for new or revised processes as needed
• Keep records of all conversations in call center database clearly
• Assist with additional agent issues as needed

Education

High School Diploma or GED Equivalent

1 year of experience in the job description

Office work environment

Job description

Senior Process Associate - Customer Service

In the role of Senior Process Associate - Customer Service 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 and annuity 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.

Location for this position is Des Moines.

Qualifications:

Required

• High School Diploma or GED Equivalent.
• At least 1 years of experience in the job description below.
• Work in Office.

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).

Your responsibilities include but may not be limited to

• Manage large amounts of inbound calls in a timely manner
• Identify customers’ needs, clarify information, research every issue, and provide solutions
• Provides excellent customer service by responding to email and phone requests.
• Escalates needed issues to designated level to ensure service results in customer satisfaction.
• Executes transaction processing in order to meet timeliness and quality standards.
• Works with team to meet service and quality standards.
• Build sustainable relationships and engage customers by processing the extra mile.
• Completes internal and external training for new or revised processes as needed.
• Keep records of all conversations in our call center database in a comprehensible way
• Assists with additional agent issues as needed.

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 McCamish Systems,(http://www.infosysbpm.com/mccamish) located in Atlanta, Georgia, is the Life Insurance and Retirement Services subsidiary of Infosys BPM Limited.(www.infosysbpm.com) Infosys McCamish was started in 1985 as a virtual insurance company and went to market as a commercial services provider in 1995.It has an outstanding business perspective and an exemplary track record that no other outsourcer of business solutions can claim – generating US$16 billion of recurring premium in less than five years as a virtual insurance company. Infosys McCamish has expert technology and outsourcing credentials, along with a proven business model for re-engineering systems and performing back-office services at a reduced cost, while reinforcing accuracy, speed and security. Seven of the top ten US insurers are among Infosys McCamish’s many BPM clients. Infosys McCamish has its operations spread across Atlanta GA and Des Moines IA in USA.

U.S. citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/