Customer Service Support for an Independent Firm in US (Home Based Full Time)

• 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.