Client Service Rep II

About Us:


We’re a fast-growing, privately held insurance company on a path to becoming a leading U.S. retail platform. We believe every client and customer relationship holds the potential to become something greater—and the same is true for our people. As we grow, we’re redefining how great talent connects with meaningful work, enabling our ambitious strategy while building a culture of high performance, creativity, and partnership. If you're energized by helping people, solving problems, and delivering exceptional service with every interaction, you'll thrive here!


About the Role:

We're looking for a Client Services Representative II who brings a passion for delivering exceptional service, strong problem-solving skills, and a commitment to creating positive experiences for policyholders and financial professionals around the world. In this role, you'll serve as a trusted resource, responding to inquiries, processing service requests, and providing knowledgeable support across our life insurance and annuity products while navigating the unique requirements of international business. You'll partner closely with teammates and cross-functional business partners to deliver timely, accurate solutions, strengthen client relationships, and ensure every interaction reflects our commitment to service excellence.


What You’ll Do:

Deliver Exceptional Client Service

• Serve as a trusted resource for international policyholders and financial professionals by providing responsive, accurate, and professional support via phone, email, and written correspondence.
• Build confidence and trust by resolving inquiries with empathy, efficiency, and a commitment to delivering an exceptional client experience.

Support International Policy Administration

• Process a variety of life insurance and annuity service requests, including beneficiary and address changes, policy updates, reinstatements, conversions, withdrawal requests, and forms fulfillment.
• Ensure customer information and policy records remain accurate, complete, and up to date.

Resolve Complex Service Needs

• Investigate and resolve customer inquiries, complaints, and outstanding issues with professionalism, sound judgment, and a focus on positive outcomes.
• Calculate cash values, premium refunds, loan balances, and other policy values, providing accurate information and guidance to clients and financial professionals.

Ensure Accuracy and Compliance


• Apply company policies, regulatory requirements, and operational procedures to process transactions accurately and maintain the integrity of customer records.
• Develop and apply knowledge of tax regulations and life insurance and annuity products to support compliant servicing and informed customer guidance.

Partner Across the Business

• Collaborate with teammates and cross-functional partners to ensure seamless service delivery and timely resolution of client requests.
• Provide support for Client Services Representative III responsibilities as needed, contributing to overall team success and service continuity.

Grow Your Expertise

• Continuously strengthen your knowledge of life insurance and annuity products, international servicing processes, and industry regulations.
• Embrace coaching, adapt to evolving business needs, and contribute to a collaborative, high-performing team committed to service excellence.


What You’ll Bring:

• High school or GED required with 3 years call center customer service or office administrative experience in a fast paced organization; or Associates degree with 1-2 years related experience
• Prior insurance industry experience preferred.


Core Competencies:

• Client Focus: Delivers responsive, professional, and culturally aware service that builds trust with international policyholders and financial professionals.
• Execution Excellence: Balances speed, accuracy, and attention to detail while managing multiple service requests and priorities.
• Communication: Communicates clearly, timely, and professionally across phone, email, and written correspondence, adapting to diverse client needs.
• Problem Solving: Investigates issues, analyzes information, and exercises sound judgment to resolve complex inquiries and deliver effective solutions.
• Compliance & Accountability: Applies company policies, regulatory requirements, and established procedures to ensure accurate, secure, and compliant transaction processing.
• Collaboration: Partners effectively with teammates and cross-functional business partners to deliver seamless service and positive client outcomes.
• Continuous Learning: Expands knowledge of life insurance and annuity products, tax regulations, and internatio