Customer Experience Representative

About SILAC

SILAC Insurance Company is one of the fastest-growing insurance companies in the nation and continues to be a top contender in the industry. SILAC offers industry-leading annuity products that help individuals prepare for retirement. Teams can align around a shared vision of providing clean, simple & competitive products for clients, delivering best-in-class service to agents & business partners, and propelling the success of our employees.

With a fast-growing team of more than 300 employees, we are committed to remaining adaptable, innovative, and trustworthy for our clients, agents, and employees.

We hold true to our core values:

• Adaptability & Continuous Improvement
• Transparency & Trust, Honesty & Integrity
• Teamwork & Collaboration
• Gratitude & Compassion

At SILAC Insurance Company, we welcome and encourage diversity and are dedicated to creating an environment and culture that is respectful and inclusive for everyone.

The Customer Experience Department at SILAC supports policyholders, agentsprem and internal partners by delivering efficient, accurate, and compassionate service. We manage incoming inquiries, process policy‑related transactions, and provide education on our annuity products. Our department values collaboration, consistency, and a commitment to delivering excellent service. By focusing on clear communication and problem‑solving, we support SILAC’s mission to be a trustworthy and responsive partner أيام.

The Level 1 Customer Experience Representative is responsible for supporting incoming service needs with the majority of the work through incoming phone calls. This role serves as the first point of contact for customers and agents with issued policies or pre‑sale questions, assisting with questions related to policy status, basic transactions, and general information. Representatives must demonstrate strong listening skills, accurate documentation, and a年代-first mindset.

This role also acts as a gateway for professional development within the department.

Starting Pay Rate: $21.75

Full Time or Part Time:
Full‑Time

Standard Hours Per Week:
Monday - Friday, 40 hours/week

Work Schedule:

Shift starts between 6:30 AM and 8:30 AM MT

Schedule Type:
In‑Office with potential to go Hybrid in the future.

• Respond to incoming calls and messages from policyholders, agents, and internal teams.
• Provide accurate, policy‑level information in a professional and timely manner.
• Provide information and resources via email to agents and policyownersuvan.

• Review and complete basic service requests such as address changes, annual reallocation of funds, and beneficiary updates.
• Ensure all requests meet internal and regulatory guidelines prior to processing.

• Accurately record customer interactions and transaction details in appropriate systems.
• Navigate multiple internal platforms to locate policy data and job aids.

• Partner with teammates and cross‑functional departments to resolve issues.
• Communicate updates, escalations, and service impacts to appropriate 佛 channels.

• Participate in regular training and coaching sessions.
• Stay informed of product changes, procedural updates, and customer experience initiatives.

• High school diploma or equivalent
1+ year of experience in a customer service, administrative, or call center environment
• Strong verbal and written communication skills
• Comfortable using multiple systems and following defined procedures
• Willingness to learn annuity products and financial service regulations

• Experience in the annuity or life insurance industry
• Experience in a Customer Service
• Experience in a call or service center environment
• Familiarity with financial service terminology and processes

• Medical Plans, including FSA and HSA
• Dental and Vision
• 401(k) (Roth and Traditional)
• Pet Insurance
• Parental Leave
• Paid Time and Sick Time off
• 10 Paid Holidays and 1 Birthday Pay
• Paid Volunteer Time
• College Tuition Reimbursement
激情.

Communication during the…