Life Servicing Representative

Acts as subject matter expert on highly complex insurance issues, and provides coaching or guidance to team members.

Ensures operational efficacy within the department.

Assists internal and external customers with insurance issues that require expert support, at times without established production and quality guidelines.

Delivers exceptional service while proactively seeking feasible solutions within compliance and legal requirements.

Makes key decisions within prescribed authority to affect customer outcomes.

Essential Job Functions Acts as a subject matter expert to support peer learning and growth.

Conducts call quality and transaction audits and reports results to leadership.

Identifies team member training needs.

May coach or train less experienced team members.

Actively listens to customer concerns to identify trends or patterns.

Recognizes opportunities for process improvement and makes rec ommendations to leadership.

Leads implementation of process changes to optimize department efficiency and effectiveness.

Monitors performance metrics and prepares reports.

Participates in department, division, and broad scope projects as assigned.

Receives and responds to inquiries related to insurance matters requiring expert support.

Interacts with customers, agents, and others to resolve highly complex issues regarding policy provisions and conditions.

Evaluates and interprets policy information within p rescribed authority limits.

Analyzes ambiguous situations to determine appropriate actions.

Assists team members with responding to challenging service requests by answering questions and providing guidance.

Accesses account information and communicates while working in multiple systems.

Uses account information, expert product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations.

Makes decisions about ambiguous situations.

Documents customer interactions and outcomes thoroughly in system.

Resolves escalated issues with goal of one-contact resolution.

Builds knowledge and acumen through self-directed learning.

Stays informed about underwriting and policy guidelines and other updates including compliance and legal requirements.

Develops and maintains department knowledge resources to keep them current.

Aligns decisions and actions to department strategy.

Performs other duties as assigned.

May perform as a back-up Customer Care Rep to support high volume of requests.

May serve as back-up Supervisor.

Adheres to assigned, tightly regulated but variable schedule and follows procedures for requesting time off.