Service Specialist, Customer Service​/HelpDesk

Ozark National Life Insurance is hiring a full time Service Specialist to join our expanding team The hours for this position are Monday Friday 800 AM 430 PM on site at our downtown Kansas City MO office location

This role supports policyholders agents and internal teams and plays a key role in responding to customer inquiries resolving issues and processing basic service transactions with a focus on customer retention within established guidelines and service level expectations

• Respond to incoming policyholder and agent calls letters and emails regarding billing issues policy provisions service questions and general concerns while maintaining a high level of professionalism
• Build positive rapport with customers to support retention and satisfaction
• Identify and elevate complex issues to more experienced staff when appropriate
• Update customer information in the database during and after each interaction
• Review policy files process requested changes and financial transactions and issue confirmation correspondence
• Maintain current knowledge of products procedures policies and privacy regulations
• Process payments by phone
• Perform receptionist duties as needed
• Assist with departmental and company projects
• Update department correspondence and support other teams with communication needs
• Research policy files and prepare detailed responses to customer inquiries and complaints

• Demonstrated experience with basic computer skills including Microsoft Windows Outlook Word and Excel
• Professional and personable telephone etiquette with the ability to remain courteous at all times
• Ability to learn comprehend and apply knowledge of products and procedures
• Strong organizational skills
• Problem solving abilities with attention to detail
• Strong written and verbal communication skills
• Self motivated with the ability to work independently and as part of a team
• High school diploma or GED required

• Previous customer service experience preferably in insurance or financial services

Ozark National Life Insurance is a wholly owned subsidiary of Americo Financial Life and Annuity Insurance Company