Customer Support Specialist - Life Insurance

The work we do has an impact on millions of lives, and you can be a part of it.We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.
The VUL Inforce processor is responsible for all aspects of policy service and maintenance post new issue for all Variable Universal Life policies administered on The Leverage System (TLS) for VUL.  Customers are the policy owners or insureds, as well as the agents and their back-office assistants.   Responsibilities include receiving and resolving all customer request for policy service such as financial transactions, policy maintenance, reissues or general information inquiries.  In addition to general service, this team also handles correction of any processing errors, researching system issues whether from input transactions or system function errors, consumer complaints as well as handling correspondence relating to all requests, ensuring compliance guidelines are strictly followed and providing professional, knowledgeable, and timely responses.

Responsibilities

• Handles processing, research and resolution for customer inquiries
• Communicates politely, professionally and concisely with all customers (external and internal) 
• Reviews and approves work of others.
• Work with TSS/System Teams to resolve administrative system problems.  Reports all details on system defects to TSS/Manager and collaborates on the review of the resolution to include user testing and sign off on code moves.  
• Manages the administrative system error reports – Resolves errors
• Participates in special processing projects as needs determine.
• Approve checks up to pay grade limits established by Corporate Accounting.  
• Develop and maintain external relationships with clients, brokers, internals, DSDs, and wholesalers.
• Assists TSS and manager in reviewing workload of team assisting as necessary and providing suggestions on more effective work distribution and training.
• Helps to ensure all processes and procedures are current and facilitates Documentation Retention efforts on team.
• Adapt to schedule changes, as needed by market shifts/work volume.

Qualifications

• Minimum 2 years customer service experience.
• Prior experience in insurance, particularly with UL or VUL products, strongly preferred
• High school diploma/equivalent required.
• Highly organized and productive -- stays on top of processes, and effectively multi-tasks and handles shifting priorities.
• Consistently reliable, dependable, accessible, and approachable.
• Good record of attendance
• Excellent time management -- balances good teamwork and also ownership over assigned workload
• Proficient use of Microsoft Office products required.
• ADMI experience ideal.

Employee Benefits:  We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.    Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.
Diversity and Inclusion: At Protective, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. Our goal is to grow and develop our people, attract diverse talent and support strong, diverse communities.
We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace unique skills and abilities. Our aim is to create an equitable and accountable environment for all leaders and employees that will drive performance and impact business strategy. In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities and focus on retention of key talent.
We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing the talents of a diverse and inclusive workforce.