Client 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

AmeriLife Benefits, a division of AmeriLife Group, LLC, is a national leader in the employee benefits market. We provide employee, executive, and retirement benefit solutions in addition to administrative services, through our affiliates, Benefits Direct, Blue Chip Benefits, Taylor & Sons Insurance Agency, and National Insurance Marketing Brokers, LLC (NIMBL). Our customized plan solutions, engaging employee communication and enrollment services, leading-edge platform for group billing, eligibility management, and pre-tax account administration help increase competitiveness, reduce costs, and streamline the administration of benefits programs.

The Tier 1 Call Center Customer Support team includes the Customer Service Representative position, which serves as the main interface with participants from our client groups. The primary responsibility of this role is to handle incoming calls and customer service inquiries, providing guidance, information, and prompt solutions to any issues our customers may encounter. The Customer Service Representative serves as a liaison, ensuring accuracy and efficiency in resolving customer problems. We are seeking an ideal candidate who is a confident problem solver, capable of advocating for our customers when needed.

Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Ability to handle inbound service calls and daily responsibilities in serving various customer needs that include:

• Displays expertise in product and service knowledge; understands and adheres to company policies and procedures. Supporting the company's core values and basic principles.
• Listens attentively to customers to address issues or questions responsibly; Update benefits information into our proprietary administration system, following client’s process and procedure; Transfers the customer to the appropriate department, as needed.
• Handle incoming calls to provide customers with accurate information about their employee benefits, provide technical support, and assist customers with other benefits-related concerns.
• Processing clients benefit eligibility changes / additions / terminations
• Help in assisting client claim submissions on flex spending accounts and insurance policies with various carriers.
• Addressing and resolving customer issues as they arise.
• Assisting new business and billing departments with client groups post enrollment closing.
• Inputting information into our proprietary administration system
• Pulling reports and building spreadsheets from admin systems
• Working effectively within the CSR team and other department teams inside the organization.
• Conducting job duties in a manner that promotes the highest level of customer service to both internal and external customers.
• Supporting the company's core values and basic principles
• Performing other job-related duties and special assignments, as needed.
• Office administration and related customer services work.
• Compensation levels based on experience and industry knowledge.
  
  
  

QUALIFICATIONS:

• Qualified candidates must handle detail-oriented work with strong problem solving or critical thinking skills
• Must have the ability to multi-task and adapt as issues arise
• Ability to independently prioritize workload
• Skills Required: Basic knowledge on PHI and HIPAA, Basic computer knowledge with experience and proficiency in Microsoft Excel, excellent verbal and written communication skills for business correspondences, Analytical skills, Customer focus, must be willing to work in an office-based setup, Team player with a positive attitude!
• College degree or completed coursework – preferred
• Insurance, banking and/or customer service background – preferred
• Familiar with CRM system - preferred
  
  
  

Amerilife Benefits

AmeriLife Benefits, a division of AmeriLife Group, LLC, is a national leader in the employee benefits market. We provide voluntary, executive and Medicare benefits and administration services through our business segments of Benefits Direct, Voluntary Insurance Products, LLC (VIP), Blue Chip Benefits, LLC, Taylor & Sons Insurance Agency, LLC, and National Insurance Marketing Brokers, LLC (NIMBL). We partner with leading medical brokers to serve more than 1,000 groups across America with “best-in-breed” products and services, including communication and enrollment, account management, billing, eligibility management and reporting. Our flexible model is designed to meet the individual case needs of small to large groups, while delivering superior customer service. Our brokerage partners and group accounts consistently give us satisfaction ratings that are among the best in the industry. And, together with AmeriLife, an industry leader with 50 years of experience offering insurance and retirement planning solutions, we bring to bear a tremendous team of experts and resources in HR and benefits, communications, legal and technology support.