Service Representative - Life and Retirement

Fully Remote position starts January 2025.

Must be able to work any shifts that fall between the hours of 7:00 am - 8:00 pm CST Monday-Friday.

You will be helping solve educators' insurance needs. The Service Manager will support you. You will be responsible for helping our customers with questions about their insurance policies. You will be able to help our customers protect their assets. You will be working in the area of Life and Retirement, answering phone calls, emails, and chats. You will be able to show your customer services skills to help retain customers. You will be able to earn your 6/63 license and keep your license if you already possess one or anyone who holds Life/Health licensure. 

Responsibilities:

• Develop strong knowledge of Horace Mann Life and Retirement insurance products, services and policies.
• Drive Life and Retirement profitable growth and retention by providing proactive, solution-based, consultative service, up-sell and cross-sell of insurance solutions to existing customer base.
• Use critical, independent analysis and judgment to investigate, and problem solve Customers' inquiries via phone, email, and chats.
• Meet and/or exceed individual customer service and quality goals by executing the customer experience service model.
• Maintain compliance within every interaction by adhering to all applicable company and state rules and regulation.
• Responsible for ensuring the highest level of quality, integrity, customer experience and agent experience.
• Duties, responsibilities, and activities may be assigned or changed from time to time.

Requirements

• H.S. Diploma or GED required 
• Bachelor's degree preferred or 4 years of business experience.
• 2+ years of experience in customer service or sales role.
• Required to obtain Insurance Series 6/63 within 12 months of hire and maintain after.
• Successfully complete the Service Rep trainee program
• Insurance or Finance industry experience preferred
• Skilled in interpretation and basic calculations of data
• Skilled in influencing and effectively communicating with customers and other stakeholders
• Skilled in active listening, system navigation, research, problem-solving, critical thinking, organization and time management
• Ability to manage multiple priorities as well as the flexibility to adapt to change with new systems and methods while working in a team environment
• Sedentary work environment; be able to sit 100% of the shift
• Available to work between 7:00 am through 8:00 pm and some Saturdays. Consistent attendance behavior is vital to the success of the position
• A quality internet connection is required to ensure a consistent audio quality is maintained for the customers and minimize potential negative impacts from weather or conflicting signals.
• An Internet Speed test must be run to verify an internet speed of at least 10mb/s download 1mb/s upload.
• Employee must have a private, organized location removed from daily household distractions. The employee is expected to maintain a professional working environment by controlling any outside distractions such as barking dogs, slamming doors, and interruptions by family members. Prospective employees are encouraged to discuss expectations of working from home with family members prior to entering into the WFH agreement.

Work location is flexible if approved by the Company except that the position may not be performed remotely from NYC

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Pay Range:

• $19.00 - $25.00/hr. 

Salary is commensurate to experience, location, etc.