Service champion responsible for supporting our customers throughout the lifecycle journey and digital experience. Facilitates and handles questions or issues that may arise from Life Insurance Professionals or Consumers during the various aspects of the process - from pre-sale support up through inforce business. Acts as an "extension' to the Life Insurance Professionals by proactively involving them when a consumer need arises and by providing additional support as needed to foster a seamless customer experience.
Essential Duties and Responsibilities:
Responsibility #1 (Time Spent approx. 75%): Supports the Life Insurance Professional, Consumer and/or Third-Party Administrator and takes ownership to ensure a positive experience throughout the lifecycle journey.
Efficiently and accurately handles incoming inquiries, with the ability to educate and provide insight on overall application process, systems, and/or general product information
• Builds strong customer relationships by establishing confidence, trust and rapport
Supports the application process when needed by assisting to obtain outstanding requirements and/or helping to remove blockers
Adapts quickly to change and constructively handles ambiguity; interact with a spirit of cooperation and flexibility
Exchanges ideas, information and shares process improvements to foster innovation
Recognizes when a consumer requires guidance on life insurance needs and proactively engages them with their Life Insurance Professional
Identifies and resolves complex issues, including proper escalation procedures
Documents, tracks & monitors case involvement with the ability to provide status updates as needed
Proactively acts in a customer-focused manner with team members and other departments to contribute to a positive work environment & effectively handle conflict
Collaborates with manager to consistently meet service expectations
Takes initiative to assist the team and other team members when needed
Carries out duties in compliance with all state & federal regulations & guidelines as well as company policies and procedures.
Responsibility #2 (Time Spent approx. 25%): Support teams through miscellaneous tasks.
Assists with training other team members when applicable
Actively participates in project team meetings and provides feedback around process improvements
Assists with other projects or assignments as needed and serve as desk representative for the project team
Acts as primary back-up support for team on an as-needed basis
Acts as primary back-up for supervisor/manager
Takes initiative in self-development and growth
We are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, or any other protected classification. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
Minimum Qualifications & Experience:
• Proficient in the use of personal computers and specialized software (e.g., Microsoft Word, Excel, PowerPoint)
• Excellent written and communication skills
• Strong organizational skills to perform administrative functions
• Preferred - Life and Health Insurance License (or ability to obtain)
• Preferred - Strong knowledge of insurance products, industry and procedures gained through 3+ years of experience in the insurance industry or through a combination of experience and coursework.
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