Customer Service Support for an Independent Firm in US (Home Based Full Time)
Virtual Coworker
5 days ago
Full-time
Remote
United States
Customer Success
⢠Serve as the primary point of contact for customers via phone, email, and live chat.
⢠Assist customers with inquiries regarding life insurance policies, coverage, premiums, policy status, and billing.
⢠Process policy servicing requests, including beneficiary changes, contact information updates, policy reinstatement, ownership transfers, payment method updates, and coverage changes where applicable.
⢠Guide policyholders and beneficiaries through the life insurance claims process.
⢠Clearly explain policy provisions, exclusions, riders, and policy benefits.
⢠Coordinate with underwriting, claims, new business, and billing teams to resolve customer inquiries.
⢠Review customer documentation for completeness and accuracy.
⢠Accurately document all customer interactions in the CRM and policy administration system.
⢠Follow up on outstanding requests to ensure timely resolution.
⢠Escalate complex issues to the appropriate department when necessary.
⢠Maintain compliance with HIPAA (where applicable), state insurance regulations, privacy laws, and company policies.
⢠Meet service level agreements (SLAs), quality assurance standards, and customer satisfaction targets.