Customer Service Support for an Independent Firm in US (Home Based Full Time)
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AI Summary
Serve as the primary contact for life insurance customers via phone, email, and chat to handle policy inquiries and servicing requests. Coordinate with internal teams to resolve complex issues and ensure compliance with insurance regulations and privacy laws.
• 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.
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