Customer Care Representative

Our Company

Explore how you can contribute at AmeriLife.

For over 50 years, AmeriLife has been a leader in the development, marketing and distribution of annuity, life and health insurance solutions for those planning for and living in retirement.

Associates get satisfaction from knowing they provide agents, marketers and carrier partners the support needed to succeed in a rapidly evolving industry.

Job Summary

Job Description

Duties/Responsibilities:

[The following reflects duties for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time for business reasons.]

• Handle inquiries professionally, accurately, and completely primarily over the phone while establishing and maintaining a high level of customer service.
• Use various internal systems, web-based software, and other available tools to provide the most accurate and up-to-date information to internal and external customer bases.
• Advance data-entry skills with other administrative support as needed.
• Ability to analyze and synthesize business requirements, including recognizing patterns and conceptualizing processes.
• Learn and effectively leverage product knowledge, telephony system, and customer relationship management software (CRM)
• Provide the most accurate and up-to-date information and/or follow the proper procedure to route the call or request when necessary. Follow up as needed.
• Maintain excellent working knowledge of company policy and procedures.
• Strictly adhere to and always enforce all HIPAA and PHI guidelines.
• Defuse difficult calls and escalate when necessary.
• Complete, concise, and opinion-free documentation of calls when applicable.
• Adhere to established CCC Quality Standards while maintaining an acceptable quality standard.

Qualifications

• Excellent communication skills, both verbal and written
• Strong problem-solving and decision-making abilities
• Empathetic and patient with the ability to handle challenging situations.
• Customer-focused mindset with a dedication to delivering exceptional service.
• Ability to multitask and work in a fast-paced environment.
• Previous customer service experience is a plus.

Minimum Job Requirements:

• High School Diploma or equivalent
• Proficiency in using Computer Systems and software.
• 3-5 years of Customer service experience.

Preferred Job Requirement:

• Call center Experience
• Active Health Insurance License

Knowledge, Skills, and Abilities

• Ability to learn and understand complex concepts, practices, and procedures of the insurance and financial industry.
• Attention to detail.
• Superior time management and verbal communication skills.
• Adept in working with many different groups of people, at different levels of the organization, to achieve common goals.
• Capable of working on multiple projects simultaneously with limited supervision.
• Dependable, providing good attendance and schedule adherence.
• Work well with others during conversations, projects, meetings, and other collaborations (teamwork)
• Proven ability to maintain good working relationships with coworkers, and internal, and external customers, as well as the ability to defuse irate callers and resolve difficult calls.
• Accurate data entry capabilities with minimal errors and knowledge of Outlook and the use of basic spreadsheet functions.
• Organized and prepared to work through others to achieve team customer service standards and goals.