Service Specialist

Americo Financial Life and Annuity; Kansas City (MO); On-site; USD 40,000 - 52,000; Full time

Job summary

Ozark National Life Insurance is hiring a full-time Service Specialist to join our expanding team in downtown Kansas City, MO. The role supports policyholders, agents, and internal teams by responding to customer inquiries, resolving issues, and processing basic service transactions.

The position runs Monday–Friday, 8:00 AM–4:30 PM on site, with a focus on customer retention within guidelines and service level expectations.

Qualifications

• High school diploma or GED required.
• Proficient with Microsoft Windows, Outlook, Word, and Excel.
• Excellent telephone etiquette and customer service skills.
• Strong organizational and multitasking abilities.
• Effective written and verbal communication.
• Ability to learn and apply product knowledge.
• Ability to work independently and as part of a team.

Responsibilities

• Respond to policyholders and agents by phone, letter, and email about billing, questions, and issues.
• Maintain professionalism and build rapport to support retention and satisfaction.
• Identify and escalate complex issues to senior staff when needed.
• Update customer information in the database during interactions.
• Process payments by phone and assist with payments.
• Review policy files and process changes or financial transactions.
• Stay current on products, procedures, policies, and privacy rules.
• Provide receptionist duties as needed and support department projects.
• Collaborate with teams on communication needs.
• Research files to prepare detailed responses to inquiries.

Skills

Telephone etiquette

Customer service

Communication

Organizational skills

Problem-solving

Attention to detail

Teamwork

Education

High school diploma or GED

Tools

Microsoft Windows

Outlook

Word

Excel

Job description

Ozark National Life Insurance is hiring a full-time Service Specialist to join our expanding team!

The hours for this position are Monday – Friday, 8:00 AM – 4:30 PM, on site at our downtown Kansas City, MO office location.

Overview

This role supports policyholders, agents, and internal teams and plays a key role in responding to customer inquiries, resolving issues, and processing basic service transactions with a focus on customer retention within established guidelines and service level expectations.

Key Responsibilities

• Respond to incoming policyholder and agent calls, letters, and emails regarding billing issues, policy provisions, service questions, and general concerns while maintaining a high level of professionalism.
• Build positive rapport with customers to support retention and satisfaction.
• Identify and elevate complex issues to more experienced staff when appropriate.
• Update customer information in the database during and after each interaction.
• Review policy files, process requested changes and financial transactions, and issue confirmation correspondence.
• Maintain current knowledge of products, procedures, policies, and privacy regulations.
• Process payments by phone.
• Perform receptionist duties as needed.
• Assist with departmental and company projects.
• Update department correspondence and support other teams with communication needs.
• Research policy files and prepare detailed responses to customer inquiries and complaints.

Required Qualifications

• Demonstrated experience with basic computer skills, including Microsoft Windows, Outlook, Word, and Excel.
• Professional and personable telephone etiquette with the ability to remain courteous at all times.
• Ability to learn, comprehend, and apply knowledge of products and procedures.
• Strong organizational skills.
• Problem-solving abilities with attention to detail.
• Strong written and verbal communication skills.
• Self-motivated with the ability to work independently and as part of a team.
• High school diploma or GED required.

Preferred Qualifications

• Previous customer service experience, preferably in insurance or financial services.

Ozark National Life Insurance is a wholly owned subsidiary of Americo Financial Life and Annuity Insurance Company