Service Representative

Service Representative

Integrity Marketing Group is one of the nation's leading independent distributors of life and health insurance products focused on serving the senior market. Founded in 2006, Integrity develops and distributes life and health insurance products with insurance carrier partners and markets these products through its distribution network, which includes other large insurance agencies located throughout the country that have over 100,000 independent agents.

Neishloss & Fleming prides ourselves on the ability to help agents grow their business. That growth occurs through our commitment to understanding market conditions and positioning agents for success. Our ability to support our agents – from lead generation to policyholder service – sets us apart. We don't just offer contracts; we offer partnership.

Provide excellent customer service to customers including inquiries, research, and resolving issues that occur from the onboarding process through commission payment, to ensure customer loyalty and satisfaction. Maintain an accurate tracking system for all agent questions, inquiries, and resolutions.

Essential Duties:

• Follow proper processes and procedures to ensure timely document turnaround and follow up. Identify and resolve document issues through professional phone based and written communication with customers.
• Contact customers to resolve questions and inconsistencies, or to obtain missing information from documents submitted.
• Respond to customer inquiries regarding the status of submitted documents.
• Process various forms.
• Compile, sort, interpret, and verify accuracy of data to be entered from documents into systems. Accurately update profiles.
• Generate reports.
• Keep a record of work completed; transmit entered information into database; file or route documents after entry.
• Cooperate in the maintenance and/or modification of company data collection systems.
• Scan, fax, email, shred, file, type, and archive documents as needed.
• Assist Team with various program operations and administrative duties as requested.

Additional Responsibilities:

• Foster customer service excellence with internal and external customers.
• Communicate effectively and professionally in person, over the phone and in writing, with customers, managers, supervisors, vendors and staff.
• Learn, implement, and follow procedures completely and efficiently. Identify, troubleshoot, and resolve operational issues quickly.
• Appropriately track and prioritize work assignments, productivity, and issues. Accurately input information into tracking systems within required time frames.
• Perform tasks and duties within deadlines given.
• Navigate various websites and computer systems.
• Additional responsibilities as assigned.

Skills:

• Customer Service
  - Responds promptly to customer needs;
  Response to requests for service and assistance;
  Meets commitments.
• Interpersonal Skills
  - Conveys a friendly, positive attitude while maintaining professionalism at all times. Maintains confidentiality.
• Quality Management
  - Demonstrates accuracy and thoroughness;
  Looks for ways to improve and promote quality;
  Monitors own work to ensure quality.
• Oral Communication
  - Listens and gets clarification;
  Responds well to questions.
• Organizational Support
  - Follows policies and procedures;
  Completes administrative tasks correctly and on time;
  Supports organization's goals and values.
• Judgment
  - Exhibits sound and accurate judgment;
  Includes appropriate people in decision-making process.
• Planning/Organizing
  - Uses time efficiently and completes work promptly.
• Adaptability
  - Able to deal with frequent change, delays, deadlines or unexpected events.
• Attendance/Punctuality
  - Is consistently at work and on time;
  Ensures work responsibilities are covered when absent.
• Dependability
  -…