Senior Customer Service Representative

Infosys Mc Camish

Skill:
Customer Service

Process Specialist

We are seeking a detail‑oriented and proactive Process Specialist to join our operations team. This role is critical in ensuring the accuracy of forms and legal documents, managing workflows, and collaborating with our offshore team to meet service level agreements. The ideal candidate will be a self‑starter with strong organizational skills and a passion for process improvement.

• Review forms and legal documents for completeness and accuracy.
• Collaborate with offshore teams to ensure timely and accurate processing within SLA guidelines.
• Manage queues and workflows to optimize operational efficiency.
• Update and maintain Standard Operating Procedures (SOPs).
• Conduct research into problem cases and provide innovative solutions to improve processes.
• Take ownership of client issues and drive resolution with minimal supervision.

Des Moines, IA

• Experience with customer management applications.
• Demonstrated ability to quickly learn new processes and internal systems.
• Strong business acumen and work ethic.
• Ability to multitask and prioritize effectively in a fast‑paced environment.
• Commitment to protecting client personal information and maintaining confidentiality.
• Proven ability to work independently with minimal direction.
• Excellent interpersonal and client communication skills.
• Strong organizational and written communication skills.
• Problem‑solving mindset with a focus on ownership and accountability.
• Experience in working with annuity contracts and life insurance policies.

• High School Diploma or GED Equivalent.
• At least 2 years of experience in the job duties described above.

• Analytical skills.
• Oral and written communication skills.
• Knowledge of the insurance industry or insurance products/procedures through experience or coursework.
• Ability and willingness to learn multiple financial concepts and systems.
• Flexibility in a fast‑paced, team‑oriented environment.
• Organizational and follow‑through skills.
• Sensitivity to service and quality.
• Producer management/compensation skills preferred but not required.

Note:

Applicants for employment in the U.S. must possess work authorization that does not require sponsorship by the employer for a visa (H1B or otherwise).

The job entails sitting as well as working at a computer for extended periods of time. Must be able to communicate by telephone, email, or face‑to‑face.

U.S. citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/