Customer Service Representative

Introduction:

The Customer Service Representative plays a key role in supporting the life insurance application process. This position is responsible for contacting applicants to schedule medical examinations and ensuring smooth workflow handoff to Case Associates and Underwriters once appointments are confirmed. The representative will provide exceptional customer service while maintaining accuracy, efficiency, and compliance throughout the process.

Responsibilities:

• Applicant Engagement & Welcome Calls
  • Make professional, courteous welcome calls to life insurance applicants.
  • Provide clear guidance on next steps in the application process and respond to initial questions.
• Application & Case Review
  • Review applications and case notes regularly to ensure adherence to medical, financial, and regulatory requirements.
  • Identify missing information or requirements and take appropriate action to support timely case progression.
• Outbound Communication & Scheduling Support
  • Conduct proactive outbound calls to assist applicants in scheduling their medical examinations with approved vendors.
  • Offer support and resources to help applicants complete outstanding requirements.

Requirements:

• Excellent interpersonal, verbal, and written communication abilities.
• Familiarity with life insurance processes.
• Ability to follow conversation flows and document interactions accurately and thoroughly.
• Strong organizational and time-management skills; able to multitask effectively in a fast-paced environment.