Customer Experience Representative

At EMC, we’re all about working together to make an impact. As part of our team, you’ll have the opportunity to grow, contribute, and gain experience that matters. We strive to be caring leaders, close partners, and responsive experts—always supporting each other to do our best work. Join us, and let’s improve lives together.

JOB SUMMARY

Handles all customer contacts, inquiries and service requests. Prepares, delivers and processes customer requests including policy changes, illustration requests and withdrawals/surrenders using various systems, marketing materials and own life insurance product knowledge.  Administers daily accounting transactions on all policies. Researches and provides solutions to complex problems and requests. Collaborates with others to improve the customer experience.

ESSENTIAL FUNCTIONS

• Handles customer contacts from agents, policyowners, and employers regarding in-force policies, policy administration, and policy benefits.

• References various systems and marketing materials and product/life insurance knowledge to respond to requests and prepares and delivers in-force and sales illustrations for universal life policies, annuity settlement options, new product sales, and existing product conversions for agents and policyowners.

• Generates and sends appropriate service request documents such as beneficiary change, ownership change, and withdrawal and surrender forms following a review of policy information such as product type, policy provisions, and tax qualification codes.

• Processes various service requests including policy loans, dividend withdrawals, and routine policy changes at time of contact.

• Handles agent contacts regarding new business applications, sales illustrations, website and e-app support, and applicants for underwriting.

• Creates and/or generates necessary correspondence for the agent or policyowner.

• Documents all customer communication utilizing the online Call Manager system. 

• Administers routine daily accounting transactions on existing EMC Life and United policies including premium payments and reconciliation of lockbox payments.

• Reviews, verifies, and mails automatic system checks.

• Reviews, processes, and delivers written correspondence regarding mode changes, address changes, and termination of coverage on existing workplace policies.

• Processes returned mail.

• Researches moderately complex new business and in-force policy inquiries not resolved during initial contact and consults with senior team members.

• Utilizes product/life insurance knowledge and various systems such as DocView, back files, marketing materials and policy forms to complete research.

• Stays current on systems, processes, and procedures to ensure appropriate handling.

• Collaborates with other teams to resolve and responds to customers with facts and/or solutions within established service level agreements.

• Collaborates with team members and people leader to improve the customer experience. Identifies and reports system problems to the appropriate person.

• Identifies, suggests, and implements process improvements.

EDUCATION & EXPERIENCE

The education and experience below are required for the job unless labelled as preferred:

• High school diploma or equivalency

• Associate degree, with business or marketing customer service-related courses preferred

• Two years of experience working with life and annuity or related experience

• Experience working in a call center, customer service, or similar environment preferred

• LOMA coursework and Associate Customer Service designations preferred

KNOWLEDGE, SKILLS & ABILITIES

The knowledge, skills and abilities below are required for the job unless labelled as preferred:

• Good knowledge of state insurance and IRS regulations preferred

• Strong understanding of life insurance industry products and procedures

• Strong analytical and problem-solving skills

• Strong data entry and ten-key by touch skills

• Ability to accurately file alpha and numeric information

• Good math skills

• Strong verbal and written communication skills

• Strong organizational and customer service skills

• Ability to work in a fast-paced and team environment

• Ability to maintain confidentiality

WORKING CONDITIONS

Sedentary Work:  Exerting up to 10 pounds of force occasionally or a negligible amount of force frequently or constantly to lift, c