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Customer Support Specialist

2 months ago

Jackson, Mississippi, United States Southern Farm Bureau Life Full time

Job Opportunity:
Client Service Specialist at Southern Farm Bureau Life Insurance

Company Overview:
Southern Farm Bureau Life Insurance is a prominent provider of life insurance and financial solutions. Our commitment lies in serving our policyholders and communities with integrity and excellence.

As a Client Service Specialist, you will play a vital role in our Policy Administration team, contributing significantly to the success of our organization.


Location:

Role and Responsibilities:

The Client Service Specialist acquires the necessary skills to address inquiries from agents and policyholders regarding Traditional Life, Health, Disability Income, Universal Life, and Long-Term Care policies. You will perform the required transactions to fulfill service requests related to these policies.

While the Client Service Specialist has specific areas of expertise, cross-training in all aspects is encouraged to ensure mastery in servicing all products.


Your responsibilities will include:


Responding to inquiries about policies, procedures, and forms related to conversions, reissues, increases, decreases, premium classification changes, death benefit option changes, reinstatements, changes within the free look period, UL reissues, LTC changes, and other policy information (values, history, dates, contract language). Document all correspondence and actions taken accurately.

Understand and enforce all company and state regulations relevant to processing and finalizing requests (replacement, NAIC, taxes). Identify the appropriate forms, requirements, and computer transactions necessary to issue conversions and fulfill change requests on policies; distribute forms and instructions to authorized individuals; ensure forms are completed accurately; endorse forms when necessary, draft letters, and send e-delivery contracts to agents.

Engage with agents, policy owners, underwriters, banks, and interdepartmental personnel to gather information needed for processing applications.
Provide quotes for policy values, process loans, dividends, partial withdrawals, and other modifications when handling policy changes or conversions.
Investigate files for problem cases, history of policy transactions, and rectify any errors in issued files.

Determine the necessary underwriting for transactions and refer to underwriting for evaluation (includes increases in coverage or additions of benefit/rider, changes to coverage, Premium Class Changes, rate reductions, reinstatements, and conversions with changes). Execute necessary accounting transactions (refunds, additions, reversals, and transfers, etc.). Conduct data verification for contracts and illustrations.

Ensure contracts contain the appropriate documents for mailing.

The ability to function effectively in the workplace is demonstrated through integrity, courage to act, and communication skills. The ability to collaborate effectively with others is shown through respect for individuals and commitment to teamwork. The ability to meet organizational goals and customer expectations is reflected in accountability for results, commitment to service, and initiative. The ability to perform essential job functions is evidenced by growth in job knowledge and professional development.
Qualifications:
Bachelor's degree or Associate's degree with two years of customer service experience or five years of customer service experience (e.g., call center, banking, insurance, etc.).

Preferred qualifications include:
- Basic knowledge of servicing SFB products and regulations
- Basic understanding of tax and replacement laws relevant to SFB products/states
- Familiarity with Policy Administration systems and sub-systems, as well as other departments' responsibilities, functions, and procedures
- Strong communication skills, both verbal and written
- Good organizational skills
- Basic knowledge of Microsoft Windows
- Proficient typing skills (25 wpm)

Employee Benefits:
We prioritize our employees' well-being and offer a comprehensive benefits package:

Health Insurance:
Comprehensive coverage for employees and their families.
Access to an onsite clinic, preventive care, and prescription drugs.
Mental health coverage and an Employee Assistance Program.

Active Lifestyle Rewards Program:
Incentives for maintaining an active lifestyle.
Rewards for participating in fitness challenges and wellness activities.

Weight Management Programs:
Customized weight management plans.
Support for achieving and maintaining a healthy weight.

Employee Engagement:
Opportunities to connect with colleagues.
Fun team-building activities.
Annual events for employees and their families, including a Company Picnic, Thanksgiving lunch, and Christmas Reception.

Onsite Cafe:
Convenient access to nutritious meals.
Promoting healthy eating habits.

Learning & Development:
Continuous learning opportunities.
Tuition reimbursement for further education.

Mentorship Programs:
Pairing employees with mentors for professional growth and guidance.

Promotional Opportunities:
Advancement within the company.
Career growth prospects.

Life Insurance and Company-Funded Pension:
Financial security for employees and beneficiaries.

Retirement Planning and Volunteer Days:
Paid time off for volunteering, contributing to the community.