Client Services Representative 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 our policyholders and financial professionals. In this role, you'll serve as a trusted resource, responding to inquiries, resolving service requests, and providing knowledgeable support across our life insurance and annuity products. You'll partner closely with teammates and cross-functional business partners to deliver timely, accurate solutions, strengthen client relationships, and help ensure every interaction reflects our commitment to service excellence.


What You’ll Do:


Deliver Exceptional Client Service

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

Process Policy Transactions with Accuracy

• Review and process a variety of life insurance and annuity transactions, including beneficiary updates, financial requests, and policy changes.
• Calculate cash values, premium refunds, loan balances, and other policy values while ensuring accuracy and attention to detail.

Protect Our Customers and Business

• Follow established compliance procedures, including anti-money laundering (AML) requirements, IRS reporting guidelines, and fraud prevention protocols.
• Complete identity verification activities and apply sound judgment to safeguard customer information and financial transactions.


Resolve Issues and Drive Positive Outcomes

• Investigate and resolve outstanding service issues, collaborating with internal teams to ensure timely, accurate resolutions.
• Take ownership of customer concerns and proactively identify solutions that improve the overall client experience.

Collaborate and Support Team Success

• Partner with teammates and cross-functional business partners to deliver seamless service and meet departmental goals.
• Provide support for Client Services Representative III responsibilities as needed and contribute to a collaborative, high-performing team environment.

Continue Learning and Growing

• Build expertise in life insurance and annuity products, policy administration, and applicable tax and regulatory requirements.
• Embrace coaching, adapt to changing business needs, and continuously strengthen your knowledge and skills to better serve our customers and financial professionals.

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 associate's degree with 1-2 years related experience
• Prior insurance industry experience preferred.

Core Competencies:

• Client Focus: Delivers responsive, professional, and empathetic service that builds trust and creates positive experiences for policyholders and financial professionals.
• Execution Excellence: Balances speed, accuracy, and attention to detail while managing multiple priorities and delivering high-quality work.
• Communication: Communicates clearly, timely, and professionally across phone, email, and written correspondence to resolve inquiries and provide effective solutions.
• Problem Solving: Investigates issues, analyzes information, and exercises sound judgment to resolve complex inquiries and achieve positive outcomes.
• Compliance & Accountability: Applies company policies, regulatory requirements, and established procedures to ensure accurate, compliant, and secure transaction processing.
• Collaboration: Works effectively with teammates and cross-functional partners to resolve issues, share knowledge, and deliver seamless service.
• Continuous Learning: Expands product knowledge, regulatory understanding, and technical expertise while embracing coaching and ongoing development.
• Adaptability: Thrives in a fast-paced environment by adjusting to changing priorities, learning new processes, and maintaining