Policy Service Trainee — Elevate Customer Experience

Illinois Mutual; Peoria, Northern (IL, KY); Hybrid; USD 33,000 - 34,000; Full time

Benefits offered by this job

4.5-day workweek

No monthly premium for employee health

PTO with rollover

401(k) vesting

On-site cafeteria

On-site gym

Tuition reimbursement

Dental & vision options

Job summary

Illinois Mutual is seeking a Policy Service Representative Trainee to provide customer service by phone and via written requests from policyowners, agents or customers. This role reports to the Contact Center Supervisor and is based at our Home Office with a full-time schedule.

Key responsibilities include handling high-volume interactions, responding professionally by phone, email and written correspondence, processing beneficiary changes and policy updates, and building knowledge of products

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 and work efficiently in a fast-paced environment.
• Ability to maintain confidentiality and adhere to privacy standards.
• Ability to learn systems processes and procedures quickly.
• Strong attention to detail and commitment to accuracy.
• Sound judgment and problem-solving skills.
• Ability to work successfully in a team environment.

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.

Skills

Customer service experience

Communication skills

Attention to detail

Problem-solving

Teamwork

Privacy/compliance

Tools

Microsoft Office

Job description

Illinois Mutual is seeking a Policy Service Representative Trainee to provide customer service by phone and via written requests from policyowners, agents or customers. This role reports to the Contact Center Supervisor and is based at our Home Office with a full-time schedule.

Key responsibilities include handling high-volume interactions, responding professionally by phone, email and written correspondence, processing beneficiary changes and policy updates, and building knowledge of products