Life Policy Holder Services Representative

Job Description

Job Description

Who we are:

ManhattanLife Insurance and Annuity Company was founded in 1850, the Company’s longevity makes it one of the oldest and most reliable health and life insurance companies in the country. Operating successfully for over 175 years is a testimony to ManhattanLife’s enduring history, and an indicator of the reliability of our future. ManhattanLife’s headquarters are in Houston, TX and the company is continually growing with multiple office locations nation-wide. ManhattanLife offers attractive employee benefits starting day one, including immediate coverage under our health, dental and vision plans. We offer flexible schedules, including shortened hours on Fridays, free parking, company-wide events, professional development (LOMA testing) and a company-wide wellness program.

Scope and Purpose:

The Policy Holder Services Representative provides front-line service for our Life Insurance policyholders, agents, and providers. This role processes requests to verify policy and benefit details, complete financial transactions (including loans and cash surrenders), and validate eligibility for policy changes. The representative collaborates with internal departments to ensure timely and accurate Premium & Billing and Customer Care servicing. This role also assists with activities that support the routine validation of policy data in the administration system and requires intermediate proficiency in Microsoft Excel, ensuring adherence to established procedures and service level expectations.

Duties and Responsibilities:

• Process policyholder requests accurately and on time (e.g., billing updates, coverage changes, cancellations, reinstatements).
• Receive and respond to inbound calls professionally and concisely; make outbound calls as needed.
• Support internal teams with policy, eligibility, benefit-change, billing, and premium questions.
• Complete all assigned tasks within defined turnaround time expectations, demonstrating a strong sense of urgency.
• Complete special projects as assigned.
• Maintain high standards of confidentiality and data integrity.

Minimum Qualifications:

High School Graduate or equivalent (GED); financial or insurance industry knowledge preferred.

Knowledge, Skills and Abilities:

• Strong interpersonal and communication skills and the ability to work effectively and professionally with a wide range of constituencies in a diverse community.
• Ability to make procedural decisions and judgments on sensitive, confidential issues.
• Dependable and flexible.
• Computer literate; demonstrates proficiency in the use of Microsoft Word and Excel.
• Strong data and records management skills.
• Strong attention to detail.
• Basic to intermediate mathematical literacy.

Travel Requirements:

This position may require light travel within a ten-mile radius from one office location to another as needed.

Professional Development:

• Establish annual objectives for professional growth.
• Keep pace with developments in the discipline.
• Learn and apply technologies that support professional and personal growth.
• Participate in the evaluation process.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle or feel objects, type, and use mouse; reach with hands and arms and talk and/or hear. The employee is required to sit for extended periods of time. The position may require lifting, pulling or moving items weighing upwards of 10 pounds as it relates to office or desk supplies.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee regularly works in an office environment. This role routinely uses standard office equipment such as computers, phones via WebEx, physical phone while in office, and photocopiers when necessary.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to the job at any time without notice.

AAP/EEO Statement:

ManhattanLife prohibits discrimination based on race, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation, or any other legally protected status. EOE Employer/Vet/Disabled. ManhattanLife values differences. We are committed to fostering an environment that attracts and retains a diverse workforce. With individuals from a variety of backgrounds, ManhattanLife will be better equipped to service our customers, increase innovation, and reduce risks. We encourage the unique perspectives of individuals and are dedicated to creating a respectful and inclusive work environment.