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New Business Processor/Customer Service Representative

4 months ago

Broadview Heights, United States Globe Life Inc. Full time


New Business Processor/Customer Service Representative (Onsite)

Primary Duties & Responsibilities

The New Business Processor Representative is responsible for reviewing and processing Supplemental new business applications for insurance coverage, from receipt to final status in accordance with established procedures and guidelines in a timely manner and meeting departmental quality/production standards.  Reviewing of documents for completeness, accuracy, and compliance with each state.  This Representative assists with processing policy changes and incoming phone calls from agents and policyholders.

Underwriting Responsibilities: 

  • Enter and review new business applications per department and state guidelines.
  • Review each document and complete processes for pending and withdrawn applications for completeness, accuracy, and compliance with each state.
  • Daily review and preparation of new business applications received onsite and communication to team on incoming business.
  •  Scan and index all applications and documents into OnBase, along with redacting any sensitive information.
  • Assist with calls from agents and agency owners regarding new business submission, underwriting guidelines, procedures and state specific for each product.
  • Watch for trends, issues or potential fraud from agents or policyholders.
  • Complete assigned projects and courses in the planned timeframes.

 Customer Service Responsibilities:

  • Assist with incoming calls from policyholders and process request for changes to policyholder account with high accuracy and maintaining proficient knowledge about company products and processing guidelines.
  •  Complaint research, follow-up, and resolution.



Required Skills

  • Excellent verbal & written communication skills.
  • Ability to ask probing questions, understand concerns, and overcome objections.
  • Proficient in Word, Excel, and Outlook. Ability to learn new computer system.
  • Knowledge of customer service principles and practices.
  • Teamwork – Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team.
  • Customer Service Focus – Demonstrate a focus on listening to and understanding client/customer needs by exceeding service and quality expectations.
  • Must possess a professional friendly attitude and be able to quickly develop rapport with customers.
  • Type 25-30 wpm.
  • Strong attention to detail.
  • Ability to handle multiple tasks and deadlines.
  • Ability to professionally handle and resolve escalated issues.



Required Knowledge & Experience

  • One-two years of customer service experience preferred.
  • High School Diploma or equivalent.