The Customer Service Representative (CSR) for Life Insurance is a key role for maintaining relationships with clients and agents. Reporting to the Vice President of Operations, this position’s primary focus is providing quality customer service to independent agents and policyholders. Core to success is administration of life insurance products while maintaining a broad understanding of the life insurance sales/underwriting process. This includes being the first impression contact for the company, administration input, new business and claims processing, and overall problem resolution.
Essential Duties & Responsibilities
To perform this position successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.
- Handle incoming phone calls and e-mails from agents and policyholders.
- Process new business, underwriting and claims utilizing policy administration system.
- Prepare daily, weekly, monthly and quarterly reports.
- Process and enter new business and premiums into policy administration system.
- Prepare correspondence to accounts on errors or other issues on business submitted.
- Generate policy pages and assemble policy for delivery to agent.
- Prepare claim files.
- Request medical records or other claim documentation as needed.
- Reviewing pending files daily to determine appropriate follow up on outstanding items.
- Reconcile new business and refunds at month end.
- Scan and Image reports and correspondence.
- Quote premiums and refunds to accounts and insureds.
- Assist agents in generating electronic quotes.
- Connect potential clients with agents in their area.
- Review agent licensing applications for completeness and work with state department of insurance for appointment.
- Perform other related duties as assigned.
The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Proficient in Microsoft Windows and Office products.
- Possess negotiation and conflict resolution skills.
- Ability to apply pertinent federal, state or local laws, rules and regulations pertaining to insurance.
- Ability to read, analyze, and interpret information found within spreadsheets and work-related documents.
- Ability to communicate both orally and in writing to others in order to convey information effectively.
- Ability to communicate and work effectively with all levels of employees, officers, directors, and service providers.
- Ability to manage time and be efficient and effective in the completion of multiple assignments simultaneously.
- Ability to establish productive business relationships with others, both inside and outside the organization.
- Ability to work with little direct supervision in carrying out the tasks and responsibilities assigned and also work effectively in a team environment.
- Ability to be a self-starter and motivated to complete work with a sense of urgency.
- Evidence of flexibility and problem‐solving skills.
- Strong attention to detail.
- Ability to work well under pressure and meet deadlines.
Physical Demands and Abilities
The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions.
- Ability to view a computer screen for long periods of time.
- Ability to use a telephone and/or telephone headset and answer phone calls for most of the work day.
- Ability to sit for long periods of time.
- Manual dexterity that allows for the ability to type, sort documents, and file.
- Ability to listen and understand information and ideas presented both orally and in writing.
- Ability to communicate information both orally and in writing so others will understand the message being conveyed.
- Ability to operate standard business equipment such as fax, computer, printer, copier, etc.
Required Education and/or Experience
- College degree or equivalent experience preferred.
- Two (2) years of customer service experience.
- Life Insurance background preferred.
- May be required to attend activities outside the office to stay abreast of new developments, best practices, and statutory and regulatory changes.
- Pursuant to the Drug Free Workplace Act of 1988, all employees must remain drug free and alcohol free when reporting to work and while engaged in any work related activities.
- Ability to work flexible schedules that may include early/late or weekend working hours.
Note: This document and the statements contained within it are intended to describe the general nature and level of work being performed by the employee assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the employee.
- Kentucky Home Life Insurance is an Equal Opportunity Employer –