Customer Support Representative II

2 weeks ago

Austin, Texas, United States National Western Full time
Category
Administration

Overview

Position Summary

In a role that operates with limited oversight, the Client Services Representative II addresses inquiries from policyholders and agents, ensuring a high level of service and support.

Key Responsibilities
  • Input changes such as beneficiary updates, address modifications, and form requests into the database
  • Manage policy provisions, alterations, reinstatements, and withdrawal histories
  • Assist with basic requests including beneficiary and address changes
  • Maintain compliance with organizational standards and ensure customer files are up to date
  • Handle customer complaints with professionalism and courtesy
  • Resolve outstanding issues effectively
  • May perform calculations related to cash values, premium adjustments, or loan balances
  • Engage in related activities as necessary
  • Provide support for CSR III roles when required
Position Requirements

Knowledge, Skills & Abilities
  • Ability to learn and apply tax regulations relevant to annuity and life policy changes
  • Competence in performing complex mathematical calculations
  • Strong organizational capabilities
  • Proven ability to interact effectively with the public
  • Knowledge of customer service principles and practices
  • Excellent written and verbal communication skills
  • Basic computer proficiency and typing skills
  • Comprehensive understanding of NWL products or similar offerings
  • Effective communication skills over the phone
Education & Experience
  • High school diploma or GED required, with a minimum of 3 years in a call center or administrative role in a fast-paced environment; or an Associate's degree with 1-2 years of relevant experience
  • Previous experience in the insurance sector is preferred
Licenses & Certifications
  • No specific licenses required
  • Completion of LOMA insurance courses I and II is required within the first year of employment
Supervision & Leadership
  • No supervisory responsibilities
Work Environment
  • This position is based in a professional office setting, utilizing standard office equipment such as computers, telephones, and photocopiers.
  • Regular attendance is essential, with potential overtime during peak periods.
  • Employees are frequently required to use their hands and communicate verbally.
  • Physical demands are representative of those necessary to perform essential job functions, with reasonable accommodations available for individuals with disabilities.
Additional Information
  • This job description is not intended to be an exhaustive list of duties and responsibilities, skills, or qualifications.
  • Management may assign or modify duties at any time.
  • Responsibilities may change due to reasonable accommodations or other factors.
Employment Type
Full-Time

Compensation Range
$40,000 - $45,000

Position Status
Non-Exempt

About National Western Life

National Western Life is dedicated to providing high-quality insurance solutions globally, catering to the financial security needs of distinct market segments. We pride ourselves on delivering professional and friendly service to our policyholders and agents while being responsive to the needs of our employees, shareholders, and the community.

Equal Opportunity Employer
We are committed to equal employment opportunities. All qualified candidates will be considered for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Applications are currently being accepted for this position.

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