Customer Service Representative

Overview

The Customer Service Representative (CSR) position is a dynamic contact center role focused on servicing inbound telecom/email requests from Members of our client. CSR representatives will handle complex inquiries involving Membership/Fraternal transactions that arrive in English, French, or Spanish. The successful CSR will thrive in a high‑volume, ever‑changing service environment, maintaining a professional, courteous, and positive image at all times to reflect positively on the organization and its business operations.

• Greet callers positively and professionally; verify security information such as agent , social security number, date of birth, address, and phone numbers.
• Engage callers, ask probing questions to determine the nature of the call, and respond appropriately. Use the client’s administrative systems to retrieve data needed to answer the caller’s inquiry.
• Follow procedures for releasing specific policyholder information; assess customer and field force needs for Home Office assistance and forward standard or special action requests to the appropriate department.
• Review and determine the nature of email inquiries, analyze the issue, and respond appropriately or direct the inquiry to the proper department. Serve as liaison between the client’s website and appropriate departments.
• Routinely review departmental communications, product updates, and other tools to stay current with organizational developments.

• In‑depth knowledge of life insurance and annuity products, particularly the company’s product offerings.
• In‑depth knowledge of Membership and Fraternal business functions.
• Complete familiarity with online information systems and procedures for disseminating information and product administration.
• Solid oral and written communication skills.
• Customer service orientation and conflict resolution skills; diplomacy.
• Ability to multi‑task and enjoy working in a high‑volume contact center.
• Experience with Life 70, Policy Master Record, Ingenium, Red I, Rate Book (RBSS), AWD, and the client website.
• Familiarity with customer‑service training materials.
• Proficiency with Microsoft Office (Outlook, One Note, Teams, Word, Excel).
• Knowledge of call‑center technology: IVR, soft‑phone, call‑back assist.
• Experience with CRM systems.
• Customer‑focused mindset, empathy, service‑mindedness, flexibility, task orientation, integrity, and strong multitasking ability.

• Bilingual proficiency in English/Spanish or English/French.

BS or BA degree in a related field or equivalent work experience.

2–3 years of related work experience with life insurance products and/or direct customer contact, or equivalent combination of training and experience.

iTech Solutions, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability.