At arenaflex, we're dedicated to making a positive impact on people's lives through our innovative insurance solutions. As a Customer Experience Representative, you'll be at the forefront of delivering exceptional service to our customers, agents, and employers. Join our team and be part of a dynamic organization that values collaboration, growth, and customer satisfaction.
**Job Summary:**
As a Customer Experience Representative, you'll be responsible for handling all customer contacts, inquiries, and service requests related to life insurance and annuity policies. You'll utilize your product knowledge, analytical skills, and excellent communication abilities to provide accurate and timely solutions to complex problems. Your primary goal will be to ensure a seamless customer experience, fostering long-term relationships and loyalty.
**Key Responsibilities:**
* Handle customer contacts from agents, policyowners, and employers regarding in-force policies, policy administration, and policy benefits.
* Reference various systems, marketing materials, and product/life insurance knowledge to respond to requests and prepare in-force and sales illustrations for universal life policies, annuity settlement options, new product sales, and existing product conversions for agents and policyowners.
* Generate and send appropriate service request documents, such as beneficiary change, ownership change, and withdrawal and surrender forms, following a review of policy information.
* Process various service requests, including policy loans, dividend withdrawals, and routine policy changes, at the time of contact.
* Handle agent contacts regarding new business applications, sales illustrations, website and e-app support, and applicants for underwriting.
* Create and/or generate necessary correspondence for the agent or policyowner.
* Document all customer communication utilizing the online Call Manager system.
* Administer routine daily accounting transactions on existing arenaflex Life and United policies, including premium payments and reconciliation of lockbox payments.
* Review, verify, and mail automatic system checks.
* Review, process, and deliver written correspondence regarding mode changes, address changes, and termination of coverage on existing workplace policies.
* Process returned mail.
* Research moderately complex new business and in-force policy inquiries not resolved during initial contact and consult with senior team members.
* Utilize product/life insurance knowledge and various systems, such as DocView, back files, marketing materials, and policy forms, to complete research.
* Stay current on systems, processes, and procedures to ensure appropriate handling.
* Collaborate with other teams to resolve and respond to customers with facts and/or solutions within established service level agreements.
* Collaborate with team members and people leader to improve the customer experience. Identify and report system problems to the appropriate person.
* Identify, suggest, and implement process improvements.
**Education & Experience:**
* High school diploma or equivalency
* Associate degree, with business or marketing customer service-related courses preferred
* Two years of experience working with life and annuity or related experience
* Experience working in a call center, customer service, or similar environment preferred
* LOMA coursework and Associate Customer Service designations preferred
**Knowledge, Skills & Abilities:**
* Good knowledge of state insurance and IRS regulations preferred
* Strong understanding of life insurance industry products and procedures
* Strong analytical and problem-solving skills
* Strong data entry and ten-key by touch skills
* Ability to accurately file alpha and numeric information
* Good math skills
* Strong verbal and written communication skills
* Strong organizational and customer service skills
* Ability to work in a fast-paced and team environment
* Ability to maintain confidentiality
**Working Conditions:**
* Sedentary Work: Exerting up to 10 pounds of force occasionally or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
**Notice:**
This description in no way states or implies that these are the only duties to be performed by the team member occupying this job. Team members are required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.
**Compensation & Benefits:**
arenaflex offers a competitive salary, comprehensive benefits package, and opportunities for growth and development. Our benefits include:
* Medical, dental, and vision insurance
* 401(k) retirement plan with company match
* Paid time off and holidays
* Professional development opportunities
* Collaborative and dynamic work environment
**Why Join arenaflex?**
At arenaflex, we're committed to creating a positive and inclusive work environment that fosters growth, innovation, and customer satisfaction. Our team members are passionate about delivering exceptional service and making a difference in people's lives. If you're a motivated and customer-focused individual who is eager to join a dynamic organization, we encourage you to apply for this exciting opportunity.
**How to Apply:**
To apply for this role, please submit your resume and cover letter to our online application portal. We look forward to reviewing your application and discussing this opportunity further.
**Equal Employment Opportunity:**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive, respectful, and free from discrimination.