Customer Service Representative

Our Company

Explore how you can contribute at AmeriLife.

For over 50 years, AmeriLife has been a leader in the development, marketing and distribution of annuity, life and health insurance solutions for those planning for and living in retirement.

Associates get satisfaction from knowing they provide agents, marketers and carrier partners the support needed to succeed in a rapidly evolving industry.

Job Summary

The Customer Service Representative t is responsible for supporting the end‑to‑end processes related to agent contracting, hierarchy management, and incentive compensation across Health and Wealth insurance products. This role manages escalations, performs detailed analysis to resolve contracting and compensation discrepancies, produces reporting, and partners with Commissions and Contracting Leadership to drive process improvements. The analyst ensures accuracy, operational consistency, and high‑quality service for agents, internal stakeholders, and affiliates.

Job Description

Our Company

AmeriLife’s strength is its mission: to offer insurance and retirement solutions to help people live longer, healthier lives. By putting its mission into practice, AmeriLife has become recognized as a national leader in developing, marketing, and distributing life and health insurance, annuities and retirement planning solutions to enhance the lives of pre-retirees and retirees. For more than 50 years, AmeriLife has partnered with the nation’s leading insurance carriers to provide value and quality to customers served through a national distribution network of over 200,000 insurance agents and advisors, over 70 marketing organizations, and nearly 50 insurance agency locations.

Duties & Responsibilities

• Serve as a primary point of contact for inquiries related to agent contracting, appointment status, documentation requirements, and commission or incentive compensation issues
• Research and resolve contracting and compensation discrepancies by reviewing system configurations, compensation rules, agent/agency hierarchy alignments, and transactional data
• Maintain strong working knowledge of contracting workflows, hierarchy structures upline/downline relationships, and compensation impacts across Health and Wealth products
• Process updates to contracting and hierarchy records or escalate inaccuracies, workflow bottlenecks, or system gaps to Commissions, Contracting, or Technology teams
• Validate that contracting status and hierarchy alignment support accurate commission payments and compliance with regulatory and internal standards
• Produce timely, accurate reporting related to contracting status, compensation accuracy, issue trends, and service-level performance
• Analyze inquiry patterns and operational data to identify recurring issues, systemic gaps, or efficiency opportunities
• Recommend process improvements and partner with Commissions and Contracting Leadership to spearhead the implementation of approved enhancements
• Document all inquiries, investigations, and resolutions thoroughly and objectively in CRM and internal systems
• Maintain strict adherence to HIPAA, PHI, and organizational data‑protection requirements
• Explain complex contracting and compensation matters in clear, understandable language for agents, internal stakeholders, and leadership
• Meet established service, quality, productivity, and accuracy standards
• Build and maintain collaborative relationships with Contracting, Commissions, Operations, Finance, and Technology teams

Qualifications

Minimum Requirements

• Bachelor’s degree in business, finance, operation management or equivalent preferred
• Strong Microsoft Office Suite skills including Excel (VLOOKUP/SLOOKUP, pivot tables, data validation, error-checking) and Word
• 1-3 years experience in customer service, financial services or insurance operations preferred
• Advanced analytical and problem-solving skills including ability to investigate discrepancies

Knowledge, Skills & Abilities

• Working knowledge of agent contracting, appointment processes, and hierarchy management for Health and Wealth insurance products
• Strong analytical skills with the ability to interpret contracting rules, validate compensation logic, and troubleshoot data discrepancies
• Ability to recognize trend patterns, identify process gaps, and collaborate with leadership to drive operational improvements
• Excellent written, verbal, and interpersonal communication skills
• Strong attention to detail with accurate data-entry and documentation skills
• Ability to prioritize m