Client Services Representative II

Client Services Representative II

We're a fast-growing, privately held insurance company on a path to becoming a leading U.S. retail platform. As we grow, we're redefining how great talent connects with meaningful work, enabling our ambitious strategy while building a culture of high performance, creativity, and partnership. If you're energized by helping people, solving problems, and delivering exceptional service with every interaction, you'll thrive here!

We're looking for a Client Services Representative II who brings a passion for delivering exceptional service, strong problem-solving skills, and a commitment to creating positive experiences for our policyholders and financial professionals. In this role, you'll serve as a trusted resource, responding to inquiries, resolving service requests, and providing knowledgeable support across our life insurance and annuity products. You'll partner closely with teammates and cross-functional business partners to deliver timely, accurate solutions, strengthen client relationships, and help ensure every interaction reflects our commitment to service excellence.

Deliver Exceptional Client Service

• Serve as a trusted resource for policyholders and financial professionals by providing responsive, accurate, and professional support via email.
• Build confidence and trust by resolving inquiries with empathy, efficiency, and a commitment to delivering an exceptional service experience.

Process Policy Transactions with Accuracy

• Review and process a variety of life insurance and annuity transactions, including beneficiary updates, financial requests, and policy changes.
• Calculate cash values, premium refunds, loan balances, and other policy values while ensuring accuracy and attention to detail.

Protect Our Customers and Business

• Follow established compliance procedures, including anti-money laundering (AML) requirements, IRS reporting guidelines, and fraud prevention protocols.
• Complete identity verification activities and apply sound judgment to safeguard customer information and financial transactions.

Resolve Issues and Drive Positive Outcomes

• Investigate and resolve outstanding service issues, collaborating with internal teams to ensure timely, accurate resolutions.
• Take ownership of customer concerns and proactively identify solutions that improve the overall client experience.

Collaborate and Support Team Success

• Partner with teammates and cross-functional business partners to deliver seamless service and meet departmental goals.
• Provide support for Client Services Representative III responsibilities as needed and contribute to a collaborative, high-performing team environment.

Continue Learning and Growing

• Build expertise in life insurance and annuity products, policy administration, and applicable tax and regulatory requirements.
• Embrace coaching, adapt to changing business needs, and continuously strengthen your knowledge and skills to better serve our customers and financial professionals.

• High school or GED required with 3 years call center customer service or office administrative experience in a fast-paced organization; or associate's degree with 1-2 years related experience
• Prior insurance industry experience preferred.

• Client Focus:
  Delivers responsive, professional, and empathetic service that builds trust and creates positive experiences for policyholders and financial professionals.
• Execution Excellence:
  Balances speed, accuracy, and attention to detail while managing multiple priorities and delivering high-quality work.
• Communication:
  Communicates clearly, timely, and professionally across phone, email, and written correspondence to resolve inquiries and provide effective solutions.
• Problem Solving:
  Investigates issues, analyzes information, and exercises sound judgment to resolve complex inquiries and achieve positive outcomes.
• Compliance & Accountability:
  Applies company policies, regulatory requirements, and established procedures to ensure accurate, compliant, and secure transaction processing.
• Collaboration:
  
  Works effectively with teammates and cross-functional partners to resolve issues, share knowledge, and deliver seamless service.
• Continuous Learning:
  Expands product knowledge, regulatory understanding, and technical expertise while embracing coaching and ongoing development.
• Adaptability:
  Thrives in a fast-paced environment by adjusting to changing priorities, learning new processes, and maintaining a high level of service.

• A collaborative, inclusive environment that values authenticity, accountability, and partnership
• The opportunity to join the company at an exciting stage of growth, where colleagues are empowered to build what's next
• A variable compensation package with a base range of $40,000-$45,000
• A competitive benefits package including comprehensive medical, dental, and vision coverage; an HSA and 401(k) company match; paid time off; and employer-paid life and disability insurance
• Hybrid work…