Policy Service Trainee: Customer Care Champion

Illinois-Mutual; Peoria (IL); On-site; USD 33,000 - 34,000; Full time

Benefits offered by this job

Compressed 4 1/2-day work week (Half‑o

No monthly premium cost for employee

Paid time-off accrual, includingAnnual

Competitive 401(k) plan with immediate

On-site employee cafeteria

On-site exercise facility and company‑

Tuition reimbursement and training

Access to voluntary dental and vision

Job summary

Illinois Mutual seeks a Policy Service Representative Trainee to join our Home Office team. You will handle high-volume customer interactions from policyowners, agents, and other customers under supervision, building knowledge of our products and processes.

Under the Contact Center Supervisor, you will respond professionally by phone, email, and written correspondence, processing policy changes and verifications while maintaining privacy and accuracy.

Qualifications

• Minimum of one year of customer service experience.
• Strong verbal and written communication skills.
• Exceptional customer focus with a positive, professional attitude.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to maintain confidentiality and adhere to privacy standards.
• Ability to learn systems, processes quickly.
• Strong attention to detail and commitment to accuracy.
• Sound judgment and problem-solving skills.

Responsibilities

• Handle high-volume customer interactions while navigating multiple systems and completing service requests.
• Respond to customer inquiries via phone, email, and written correspondence with professionalism and empathy.
• Process customer requests such as beneficiary changes, policy updates, coverage verification, and form reviews.
• Develop knowledge of company products, policies, systems, and processes through ongoing training.
• Provide accurate, timely, and complete information using established procedures and resources.
• Identify customer needs and deliver solutions that promote a positive customer experience.
• Build foundational knowledge across all policy types.
• Escalate complex customer concerns to appropriate team members when necessary.
• Meet established service, quality, productivity, and performance goals.
• Support teammates and contribute to a collaborative work environment.
• Perform other duties and special projects that support the Policy Service department.

Skills

Customer service

Communication skills

Confidentiality

Multitasking

Attention to detail

Teamwork

MS Office

Problem solving

Tools

Microsoft Office Programs

Job description

Illinois Mutual seeks a Policy Service Representative Trainee to join our Home Office team. You will handle high-volume customer interactions from policyowners, agents, and other customers under supervision, building knowledge of our products and processes.

Under the Contact Center Supervisor, you will respond professionally by phone, email, and written correspondence, processing policy changes and verifications while maintaining privacy and accuracy.