Customer Care Associate

• Providing front-line phone customer care support to policyholders, beneficiaries, agents, and internal customers
• Ensuring customer satisfaction (CSAT) and strive to meet service metrics
• Developing and maintaining a solid working knowledge of the insurance industry and of all products, services and processes performed by the team
• A typical day will likely involve fielding between 75 to 100 calls
• Communicating effectively and professionally with both internal and external customers to resolve questions and issues
• Collaborating with management or other team members as appropriate to proactively address service issues and concerns
• Attention to detail, accuracy, and accountability for your work product
• Provide timely and accurate support to customers, agents, and financial professionals regarding Life & Annuity products and policies
• Process transactions such as policy updates, beneficiary changes, premium adjustments, withdrawals, and other service requests
• Review and verify incoming documents for completeness and compliance with company and regulatory requirements
• Conduct information searches, fact-finding, and data gathering to resolve inquiries efficiently
• Research and resolve routine and recurring issues while escalating complex cases when necessary
• Maintain detailed records, track customer interactions, and ensure accurate data entry across systems
• Collaborate with internal teams to address service gaps and improve customer experience
• Ensure adherence to service-level agreements (SLAs) and quality benchmarks
• Strong ability to analyze, process, and validate transactions based on established rules and guidelines
• Demonstrated capability to integrate domain knowledge and act as a skilled specialist
• Solid understanding of Life & Annuities Variable, policy structures, and industry terminology
• Experience in a BPO, insurance operations, or customer service environment
• Excellent communication skills—both written and verbal
• Strong attention to detail with the ability to identify data inconsistencies
• Ability to troubleshoot and resolve routine operational issues
• Proficiency with customer service systems, workflow tools, and data entry platforms

• 1 year experience (WAH) remote customer service (Call Center environment)
• 1 year experience with call center KPI understanding
• 1 year experience working in an office setting, multitasking online with multiple Microsoft Windows PC applications
• Minimum High school diploma or GED
• Spanish Bilingual

Previous life insurance industry experience that required knowledge of life insurance and annuity policies where you handled calls from policy holders inquiring about payments, policy information, or claims to support callers with various questions on different life insurance products

• medical
• dental
• vision insurance with an employer contribution
• flexible spending or health savings account
• life and AD&D insurance
• short- and long-term disability coverage
• paid time off
• employee assistance
• participation in a 401k program with company match
• additional voluntary or legally required benefits