Provide high-quality inbound telephone support, responding to service inquiries with professionalism, speed, and clarity.
Deliver accurate and timely written responses via email and other written channels, ensuring clear documentation and follow-up.
Support new business processing by answering questions, researching case status, and assisting with issue resolution.
Serve as a liaison between distribution partners and internal teams to resolve service needs efficiently.
Job description
The New Business Service Specialist plays a critical role in supporting a new distribution opportunity by delivering timely, accurate, and high-quality service experiences to our advisors. This role is designed for a service professional who thrives in a fast-paced, customer-centric environment and is passionate about providing exceptional support across multiple communication channels.
The Service Representative will provide approximately 60% telephone-based support and 40% written support (email and other system-based correspondence).
As a frontline partner to our distribution teams, this role focuses on resolving inquiries, supporting new business processing, and creating a seamless, positive experience for field customers and internal partners alike.
As a New Business Service Specialist, you will serve as the primary point of contact for inbound service requests related to the Life New Business & Underwriting organization. You will help simplify processes, resolve issues efficiently, and ensure requests are handled with care, accuracy, and urgency. Your work directly supports new business flow, strengthens partner confidence, and contributes to the successful expansion of new distribution opportunities.
Daily responsibilities include:
Provide high-quality inbound telephone support, responding to service inquiries with professionalism, speed, and clarity.
Deliver accurate and timely written responses via email and other written channels, ensuring clear documentation and follow-up.
Support new business processing by answering questions, researching case status, and assisting with issue resolution.
Serve as a liaison between distribution partners and internal teams to resolve service needs efficiently.
Manage multiple service requests concurrently while meeting service level expectations.
Document interactions, actions, and outcomes thoroughly and accurately in appropriate systems.
Identify recurring issues or trends and escalate opportunities for process improvement.
Partner closely with teammates and leaders to ensure consistent service experiences.
Adapt quickly to new products, processes, and distribution requirements.
Demonstrate ownership by following requests through to resolution.
The Minimum Qualifications:
High School Diploma or equivalent
3+ year of customer service experience, preferably in a call center or service center environment
