Customer Services Representative

Our Company

Explore how you can contribute at AmeriLife.

For over 50 years, AmeriLife has been a leader in the development, marketing and distribution of annuity, life and health insurance solutions for those planning for and living in retirement.

Associates get satisfaction from knowing they provide agents, marketers and carrier partners the support needed to succeed in a rapidly evolving industry.

Job Summary

The Customer Service Representative’s purpose is to handle or properly direct inbound calls, research and resolve issues, and to accurately respond to inquiries presented by applicants, policyholders, agents or providers in a timely and professional manner.

Job Description

Job Duties and Responsibilities

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned.  Management may assign or reassign duties and responsibilities to this job at any time for business reasons.

• Handle inquiries professionally, accurately and completely primarily over the phone while establishing and maintaining a high level of customer service. 
• Use various internal systems, web based software and other available tools to provide the most accurate and up to date information to internal and external customer base. 
• Provide the most accurate and up to date information and/or follow proper procedure to route the call or request when necessary. Follow up as needed.
• Maintain excellent working knowledge of company policy and procedures.
• Strictly adhere to and enforce all HIPAA and PHI guidelines at all times.
• Defuse difficult calls and escalate when necessary.
• Complete, concise and opinion free documentation of calls when applicable.
• Adhere to established CCC Quality Standards while maintaining an acceptable quality standard.

Qualifications 

• Must maintain acceptable attendance and demonstrate the ability to function as a reliable member of operations.
• Previous Call Center Experience preferred.
• Written, verbal and interpersonal skills required for daily interaction with internal and external customers. 
• Organizational skills and ability to multitask and prioritize in a fast paced work environment while adapting to change in both the environment and workflows.
• Accurate data entry capabilities with minimal errors and knowledge of Outlook and the use of basic spreadsheet functions.
• Proven ability to maintain good working relationships with coworkers, internal, and external customers, as well as the ability to defuse irate callers and resolve difficult calls.