• Serve as the primary point of contact for customers via phone, email, and live chat.
• Assist customers with inquiries regarding life insurance policies, coverage, premiums, policy status, and billing.
• Process policy servicing requests, including beneficiary changes, contact information updates, policy reinstatement, ownership transfers, payment method updates, and coverage changes where applicable.
• Guide policyholders and beneficiaries through the life insurance claims process.
• Clearly explain policy provisions, exclusions, riders, and policy benefits.
• Coordinate with underwriting, claims, new business, and billing teams to resolve customer inquiries.
• Review customer documentation for completeness and accuracy.
• Accurately document all customer interactions in the CRM and policy administration system.
• Follow up on outstanding requests to ensure timely resolution.
• Escalate complex issues to the appropriate department when necessary.
• Maintain compliance with HIPAA (where applicable), state insurance regulations, privacy laws, and company policies.
• Meet service level agreements (SLAs), quality assurance standards, and customer satisfaction targets.
Client Information
The client is an independent insurance agency that represents and distributes life insurance products, providing clients with tailored coverage solutions and professional insurance services.
Must Haves
• Minimum of 1 year of customer service or call center experience.
• Previous experience supporting a U.S.-based insurance, financial services, healthcare, or banking company is highly preferred.
• Experience handling high-volume inbound customer calls.
• Excellent verbal and written English communication skills with a neutral accent.
• Strong active listening and interpersonal skills.
• Customer-focused with a professional, empathetic approach.
• Ability to explain complex insurance information in a clear and easy-to-understand manner.
• Strong problem-solving and conflict-resolution skills.
• Excellent attention to detail and organizational abilities.
• Ability to multitask while navigating multiple systems.
• Ability to work independently in a fast-paced remote environment.
Nice to Haves
• Basic admin work with insurance verification
Home Office Requirements
Please only apply for this role if you have the following home office requirements:
· Perfectly working headset and webcam
· Stable internet connection of at least 25 Mbps ~ 50 Mbps
· Up to date computer system with a minimum of Windows 10 or later and macOS Monterey (12.0) or later
· Quiet room with no distractions or background noises
· A backup plan if the power goes out or if your internet connection becomes unstable during your shift
Only applicants meeting the strict criteria above will be contacted.
Connect With Us
https://virtualcoworker.com.ph
https://virtualcoworker.com/our-culture
https://www.facebook.com/virtualcoworker
https://www.linkedin.com/company/virtual-coworker
