Policy Services CSR - Medicare

Insurance Administrative Solutions; Clearwater (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

Integrity, LLC in the United States is seeking a call-center oriented Insurance Customer Service Representative to support Medicare policyholders by phone, delivering prompt, courteous information and using policy forms and applicable insurance procedures.

You will thoroughly document calls, process requests from customers, update policy records, coordinate changes such as address or ID cards, and refer inquiries to the appropriate teams to ensure accurate, auditable service.

Qualifications

• High school diploma or GED required.
• Insurance background preferred.
• Up to 2 years of proven customer support experience.
• Strong phone contact handling skills and active listening.
• Excellent communication and documentation skills.
• Reliable transportation and the ability to be punctual and dependable.
• May have agent license but no active appointments.

Responsibilities

• Answer incoming Medicare Supplement calls to provide information to agents/insured about policy status and other questions.
• Place outgoing calls to provide or obtain information.
• Document all calls using the online documentation program.
• Transfer or refer misdirected calls to the appropriate individuals or offices.
• Process customer requests using internal procedures.
• Produce correspondence to customers and document materials for audit trail.
• Process Bank Changes, Cancel NR, Death NR, Address Changes and ID Cards.
• Communicate with supervisor and team to ensure accurate responses.

Skills

Phone support

Active listening

Documentation

Microsoft Office

Time management

Customer service experience

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Job Summary:
This insurance-industry role supports Medicare policy holders , with prompt, courteous phone-based customer service.

You will utilize applicable policy forms, insurance law, and internal procedures to answer inquiries and also process requests from customers. You will thoroughly document telephone calls, changes, and written correspondence.

Primary Responsibilities:

• Answer incoming Medicare Supplement calls 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 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
• Communicate openly with Supervisor and other team members to ensure accurate responses and to avoid duplication of efforts.

Primary Skills & Requirements:

• High school diploma or GED equivalent
• Insurance background preferred
• Up to 2 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.