Customer Experience Representative - EMC Life
在 EMC,我们们都在努力共同发挥影响力。作为我们的团队的一部分，你将有机会增长，贡献和获得重要的经验。我们努力成为关心的领导者，亲密合作伙伴和响应性专家们总是互相支持来做出最好的工作。加入我们，让我们在一起改善生活。**这个职位可以从美国任何地方从家里工作**处理所有客户联系，查询和服务请求。准备，交付和处理包括政策变更，插图要求以及取款/投资者使用各种系统，营销材料和自己的生命保险产品知识。管理所有政策的日常会计交易。研究和提供复杂的问题和请求的解决方案。与他人合作以改善客户体验。基本功能：·处理代理商，保险主和雇主对实行政策，政策管理和政策福利的客户联系。·参考各种系统和营销材料以及产品/生命保险知识来响应要求并为普遍生活政策，年金结算选项，新产品销售和现有产品转换提供实行和销售插图。· 在审查产品类型，政策条款和税务资格准则等政策信息后生成并发送适当的服务请求文件，如受益者变更，所有权变化以及退出和交付表单。·在联系时处理包括政策贷款，股息提取和常规政策变化的各种服务请求。· 处理代理人关于新商业应用程序，销售插图，网站和电子应用程序支持以及申请人的信件。· 为代理人和警察提供必要的通信。· 通过网上电话管理系统记录所有客户沟通。· 管理现有 EMC Life 和联合政策的日常会计交易，包括溢价支付和锁箱支付的调整。· 审查，验证并发送自动系统检查。· 对模式变更，地址变化以及覆盖现有的工作场政策终止书面信件进行评估，处理和交货。· 回复邮件的过程。· 研究适度复杂的新业务和入职人员。
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At EMC, we’re all about working together to make an impact. As part of our team, you’ll have the opportunity to grow, contribute, and gain experience that matters. We strive to be caring leaders, close partners, and responsive experts—always supporting each other to do our best work. Join us, and let’s improve lives together.
**This position is eligible to work from home anywhere in the United States**
Handles all customer contacts, inquiries and service requests. Prepares, delivers and processes customer requests including policy changes, illustration requests and withdrawals/surrenders using various systems, marketing materials and own life insurance product knowledge. Administers daily accounting transactions on all policies. Researches and provides solutions to complex problems and requests. Collaborates with others to improve the customer experience.
Essential Functions:
- Handles customer contacts from agents, policyowners, and employers regarding in-force policies, policy administration, and policy benefits.
- References various systems and marketing materials and product/life insurance knowledge to respond to requests and prepares and delivers in-force and sales illustrations for universal life policies, annuity settlement options, new product sales, and existing product conversions for agents and policyowners.
- Generates and sends appropriate service request documents such as beneficiary change, ownership change, and withdrawal and surrender forms following a review of policy information such as product type, policy provisions, and tax qualification codes.
- Processes various service requests including policy loans, dividend withdrawals, and routine policy changes at time of contact.
- Handles agent contacts regarding new business applications, sales illustrations, website and e-app support, and applicants for underwriting.
- Creates and/or generates necessary correspondence for the agent or policyowner.
- Documents all customer communication utilizing the online Call Manager system.
- Administers routine daily accounting transactions on existing EMC Life and United policies including premium payments and reconciliation of lockbox payments.
- Reviews, verifies, and mails automatic system checks.
- Reviews, processes, and delivers written correspondence regarding mode changes, address changes, and termination of coverage on existing workplace policies.
- Processes returned mail.
- Researches moderately complex new business and in-force policy inquiries not resolved during initial contact and consults with senior team members.
- Utilizes product/life insurance knowledge and various systems such as DocView, back files, marketing materials and policy forms to complete research.
- Stays current on systems, processes, and procedures to ensure appropriate handling.
- Collaborates with other teams to resolve and responds to customers with facts and/or solutions within established service level agreements.
- Collaborates with team members and people leader to improve the customer experience. Identifies and reports system problems to the appropriate person.
- Identifies, suggests, and implements 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
The hiring salary range for this position will vary based on geographic location, falling within either of the following:
$43,081 - $59,537 or $47,635 - $65,482A hiring range represents a subset of the full salary range. The actual salary will depend on several factors, including relevant education, skills, and experience of an applicant, geographic location, and business needs.
For information relating to the benefits EMC Team Members receive as part of a comprehensive rewards package, please visit www.emcins.com/careers.
Our employment practices are in accordance with the laws that prohibit discrimination due to race, color, creed, sex, sexual orientation, gender identity, genetic information, religion, age, national origin or ancestry, physical or mental disability, medical condition, veteran status, active military status, citizenship status, marital status or any other consideration made unlawful by federal, state, or local laws.
All of our locations are tobacco free including in company vehicles.
Originally posted on Himalayas