Client Service Rep II

Job Summary
Under limited supervision, the Client Services Representative II responds directly or indirectly to policyholder and/or agent inquiries.

Essential Functions
• Provide exceptional customer service by striving to exceed client expectations in every interaction, both via email and phone calls.
• Review and process updates to beneficiary information.
• Accurately review and process financial requests.
• Adhere to all relevant compliance procedures when processing payments, including federal anti- money laundering guidelines and IRS cash reporting requirements.
• Ensure that outstanding issues are resolved appropriately.
• Run Instant ID checks and take precautions to prevent fraud.
• Calculate cash values, premium refunds or changes, loan balances, and other related values.
• Maintain a sense of urgency while paying attention to detail and managing multiple tasks simultaneously.
• Perform other duties as assigned.
• Provide coverage for CSR III positions when needed.
• ​
Knowledge, Skills & Abilities
• Excellent knowledge and skill at applying customer service theories and practices
• Strong attention to detail
• Typing speed of 30-40 WPM
• Proficient in basic math skills, including addition, subtraction, multiplication, and division90% Accuracy required
• Excellent verbal and written communication skills
• Strong collaboration and teamwork skills
• Must be able to learn, understand, and apply tax regulations related to distributions and changes to annuity and life insurance policies
• Strong organizational skills
• Basic computer knowledge and keyboarding skills
• Thorough knowledge of NWL products or similar
• Ability to communicate effectively with customers by telephone
Education & Experience
• 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.

Licenses & Certifications
• None Required
Supervision & Leadership
• No Supervision responsibilities