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Customer Experience Representative

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Job DescriptionJob Description

About SILAC

SILAC Insurance Company is one of the fastest-growing insurance companies in the nation and continues to be a top contender in the industry. SILAC offers industry-leading annuity products that help individuals prepare for retirement. Teams can align around a shared vision of providing clean, simple & competitive products for clients, delivering best-in-class service to agents & business partners, and propelling the success of our employees.

With a fast-growing team of more than 300 employees, we are committed to remaining adaptable, innovative, and trustworthy for our clients, agents, and employees.

We hold true to our core values:

  • Adaptability & Continuous Improvement
  • Transparency & Trust, Honesty & Integrity
  • Teamwork & Collaboration
  • Gratitude & Compassion

At SILAC Insurance Company, we welcome and encourage diversity and are dedicated to creating an environment and culture that is respectful and inclusive for everyone.


Annuity Customer Service Representative

Job Overview: Provide customer service by telephone in a friendly, personalized way that builds trustworthy, long lasting relationships. Interpret the needs, process the requests, and provide personalized customer care. Provide accurate information and explanations to all written or verbal communications involving virtually any inquiry or change associated with an issued policy.

Department Overview: Provide personalized service and product knowledge through inbound and outbound phone calls to and from Annuity customers, sales agents, and business partners. Provide written and verbal responses to customer inquiries and policyowner administration requests originating from multiple channels such as telephone calls, correspondence, e-mail, and instant messaging (IM) sessions. Promotes the value of Annuity products, Annuity services, and represents the company's mission and values. Deliver customer assistance in a friendly, personalized way that builds trustworthy, long lasting customer relationships.

Job Details

Starting Pay Rate: $19.50
Full Time or Part Time: Full-Time
Standard Hours Per Week: Monday - Friday, 40 hours/week
Work Schedule: ex. Shift starts between 6:30 AM and 8:30 AM MT
Schedule Type: In-Office, Kansas City

Telephone Support - Serve as a dedicated member of the Annuity Customer Experience Phone Team using patience, empathy, and listening skills to handle requests, product questions and guidance, explain misunderstandings, complaints, and complex problems; and to reinforce personalized customer relationships.

Written Communication - Determine the need, process the request, and provide personalized, accurate written information. Inquiries are categorized in topic-areas such as: policy changes, policy benefits, cancellations & conservation, and billing & premium. Respond promptly by letter, e-mail, IM, etc.

Research - Investigate and resolve issues related to policyowner service, claims, and underwriting. Keep up to date with changes and enhance knowledge to accurately respond to inquiries of varying complexity.

Documentation - Update system for each service action, including coding for incidents such as fraud, privacy issues, complaints, compliments, and suggestions. Maintain up-to-date procedure guides.

Communication - Communicate professionally with customers, sales agents, and company staff and ensure information is accurate and complete. Continually enhance ability to effectively explain changes and remedy misunderstandings both verbally and in writing. Initiate clear and frequent communication with supervisor, other Customer Experience Service staff, and employees in other departments. Report to and perform other work or projects as directed by the Customer Experience Manager.


Job Requirements

Required

  • High school diploma or GED
  • 1 year of experience in customer relations/service; or any combination of education, professional training, or work experience that demonstrates ability to do the job.
  • Experience using computers including PC applications such as MS Word, MS Excel, or Outlook.
  • Ability to learn in a fast-paced environment
  • Proficiency in composing letters and in writing with attention to accuracy, punctuation, grammar, and spelling.
  • Detail-oriented with ability to complete tasks correctly and in a timely manner.
  • Ability to solve problems of varying complexities, and to improve processes.
  • Ability to communicate professionally and effectively. Skill in explaining complex information with patience and in simple, understandable ways both verbally and in writing.
  • Ability to type 35 wpm; and data entry skill of 3500 ksph.

Desired

  • Previous Annuity Product experience

BENEFITS:

  • Medical Plans, including FSA and HSA
  • Dental and Vision
  • 401(k) (Roth and Traditional)
  • Pet Insurance
  • Parental Leave
  • Paid Time and Sick Time off
  • 10 Paid Holidays and 1 Birthday Pay
  • Paid Volunteer Time
  • College Tuition Reimbursement

Communication during the recruitment process regarding interview requests or job offers will come directly from a recruiting team member with a silacins.com email address.

At SILAC, we celebrate a diverse and inclusive work environment, where we honor and support varying backgrounds, beliefs, and perspectives for the benefit of our business, including our employees and products. We are proud to be an equal-opportunity workplace and strive to be a place where every employee feels they belong. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or a special need that requires accommodation, please let us know.



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