Service Specialist

Americo Financial Life and Annuity; Missouri; On-site; USD 36,000 - 52,000; Full time

Job summary

Ozark National Life Insurance is seeking a full-time Service Specialist to join our on-site team in Kansas City, MO. The role supports policyholders, agents and internal teams by handling inquiries, resolving issues, and processing routine service transactions, with a focus on customer retention.

Ideal candidates will have basic computer skills and professional phone etiquette, with the ability to learn insurance products and procedures.

Qualifications

• Basic computer skills with common software proficiency.
• Ability to navigate Microsoft Office applications (Outlook, Word, Excel).
• Willingness to learn products, procedures and privacy rules.

Responsibilities

• Respond to policyholder and agent inquiries via calls, letters and emails regarding billing, policy provisions and service questions.
• Maintain professionalism and build rapport to support retention and satisfaction.
• Escalate complex issues to more experienced staff when needed.
• Update customer information in the database during and after interactions.
• Process payments by phone and issue confirmations.
• Review policy files and process requested changes and financial transactions.
• Stay current on products, procedures and privacy regulations.
• Assist with receptionist duties and department projects.
• Prepare detailed responses to inquiries and complaints.

Skills

Basic computer skills

Microsoft Windows

Outlook

Word

Excel

Education

High school diploma or GED

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 800 AM 430 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