Long Term Care Customer Experience Representative

Long Term Care Customer Experience Representative Job Overview

This position entails providing accurate information while displaying exceptional customer service skills and product knowledge both written and verbally through multiple channels such as telephone calls, written correspondence, and email. Interpret the needs, process the requests, document the accounts, and provide personalized customer care involving any inquiry or change associated with long term care policies.

At SILAC Insurance Company, our Customer Experience teams are dedicated to delivering exceptional service by providing timely, accurate support across all customer touchpoints. We handle a range of customer needs, from inquiries and policy management to secure identity verification and request processing, while maintaining a focus on security, efficiency, and personalized assistance. Our commitment to continuous improvement ensures we adapt to customer needs, enhancing the overall experience and fostering long lasting customer relationships.

• 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

• Utilize patience, empathy, and listening skills to provide friendly, personalized service during calls with team members, policy owners, agents and care providers.
• Professionally answer questions, provide guidance, explain misunderstandings, complaints and complex problems via telephone. Research and resolve issues of varying complexity.
• Communicate professionally via internal written correspondence.
• Document calls in a professional and thorough manner.

• Detail-oriented with the ability to complete tasks correctly and in a timely manner.
• Ability to solve problems of varying complexities, and to improve processes.
• Ability to communicate professionally and effectively.
• Ability to explain complex information with patience and in simple, understandable ways both verbally and in writing.
• Ability to adapt and thrive in a dynamic, fast-paced environment.
• Experience using computers including PC applications such as MS Word, Teams, MS Excel, or Outlook.

• High school diploma or GED
• Previous clerical or customer service experience.

• 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

Communication during the recruitment process regarding interview requests or job offers will come directly from a recruiting team member with a  email address.

At SILAC, we celebrate a diverse and inclusive work environment, where we honor and support varying backgrounds, beliefs, and perspectives for the benefit of our business, including our employees and products. We are proud to be an equal-opportunity workplace and strive to be a place where every employee feels they belong. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

If you have a disability or a special need that requires accommodation, please let us know.