Retail Store Leader Northampton

Eileen Fisher; Lake Forest (IL); Remote; USD 40,000 - 55,000; Full time

Job summary

A leading company in employee benefits seeks a Policy Customer Service Representative to assist with policy servicing. The role involves responding to customer inquiries, processing requests for policy changes, and maintaining high standards of customer satisfaction in a collaborative team environment. Candidates should have strong analytical and communication skills, with relevant experience in a call center setting.

Qualifications

• 1-2 years' prior work experience in a call center required.
• Self-motivated and high learning agility.
• Insurance product or benefit knowledge preferred.

Responsibilities

• Processing customer requests and inquiries regarding policy changes.
• Mastering internal business rules and support systems.
• Researching and following up on customer inquiries.

Skills

Customer service

Analytical skills

Multi-tasking

Problem solving

Communication

Education

BA or BS degree or equivalent work experience

Tools

Microsoft Office

Job description

At TrustmarkBenefits we help people thrive. We provide products and personalized attention that engage and inspire people to maximize their health potential. We offer employee benefits customized to fit each unique business need or life circumstance. It all revolves around our belief that better health and greater financial security increase overall well-being. And with well-being comes peace of mind. Peace of mind to focus on work and family and everything else that’s important in life. Peace of mind to thrive.

We are currently looking for a Policy Customer Service Representative who will respond to policyowner and agent inquiries, have the ability to troubleshoot and resolve issues and can meet client expectations within deadlines. The ideal candidates must possess a strong work ethic, have the analytical skills necessary to seek solutions and resolve problems and have the ability to communicate effectively with internal and external customers both verbally and in writing. In this role, you will be working in a team environment supporting others within the Customer Promise Department, whose core hours are Monday-Friday from 9:45 am - 6:00 pm. You will be participating in a training program that will give you the skills necessary to be successful in supporting our department.

OBJECTIVE:

The Customer Promise department is responsible for servicing our customers on contractual policy change and disbursement (loans, surrenders, partial surrenders, refunds) requests, processes policy values (e.g., calculating amount of cash values, premium refund or due, loan balance or loan interest refund), death benefit requests, and policy changes. Position requires strong knowledge of company products, the ability to interpret policy provisions, and knowledge of administrative practices relating to company procedures. Knowledge of all lines of business/plans and provides customer service/process assistance. PLEASE NOTE THIS POSITION IS BASED IN LAKE FOREST, IL. HOWEVER, STAFF IS CURRENTLY WORKING REMOTELY UNTIL A DECISION HAS BEEN MADE TO RETURN TO THE HOME OFFICE IN LAKE FOREST, IL. THERE MAY BE FLEXIBILITY TO WORK IN A REMOTE/HYBRID POSITION.

RESPONSIBILITIES INCLUDE:

CUSTOMER SERVICE:

• Processing customer requests and inquires for policy contract changes and disbursements.
• Responsible for mastering the internal business rules, processes and processing systems that support Voluntary Benefit Solutions products, to provide immediate and professional service requests and changes to customers.
• Demonstrate tact and sound judgment in all interactions with both internal and external customers.
• Willingness to research both internal and external customer inquiries and to follow up to ensure resolution and satisfaction.
• Strong adherence to policy contract provisions, insurance regulations and processing requirements is critical in protecting the company and making accurate decisions for our customers.
• Consistently meets established productivity, schedule adherence, and quality standards.
• Ensures quality customer service for internal and external customers:
• Responds to incoming customer service requests, both verbal and written.
• Identifies and assesses customers' needs quickly and accurately.
• A close partnership with the Customer Care team is critical.
• Supports administration of workload activities and minimal call support.

PRODUCT AND INSURANCE KNOWLEDGE:

Develop deep and technical knowledge of VBS products and features, regulatory requirements, and departmental standards and goals. Be able to interpret policy provisions based upon customer’s requests. Address requests including policy changes, conversions, reinstatements, exchanges and disbursements (surrenders, partial surrenders, loans, refunds).

REQUIREMENTS:

• A minimum of 1-2 years' of prior work experience in a call center required.
• BA or BS degree or equivalent work experience strongly preferred.
• Must be able to work 9:45 - 6:00 pm on M-F.
• Insurance product or benefit knowledge preferred.
• Excellent multi-tasking skills – listening, inputting data, problem solving, navigating multiple systems while delivering excellent customer service
• Strong customer service skills including the capability to establish rapport with customer while maintaining a commitment to customer satisfaction.
• Strong problem solving and analytical skills.
• Working knowledge of Microsoft Office.
• Ability to be adaptable to modifications of core work hours if required to meet the business needs.
• Self-motivated and high learning agility.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, sexual identity, age, veteran or disability.

Trustmark is pleased to have earned recognition from the Chicago Tribune as a Chicago Top Workplaces 2020 Award winner.

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Required Skills Required Experience