Customer Experience Representative

About SILAC SILAC Insurance Company is one of the fastest-growing insurance companies in the nation and continues to be a top contender in the industry. SILAC offers industry-leading annuity products that help individuals prepare for retirement. Teams can align around a shared vision of providing clean, simple & competitive products for clients, delivering best‑in‑class service to agents & business partners, and propelling the success of our employees. With a fast‑growing team of more than 300 employees, we are committed to remaining adaptable, innovative, and trustworthy for our clients, agents, and employees. We hold true to our core values: Adaptability & Continuous Improvement Transparency & Trust, Honesty & Integrity Teamwork & Collaboration Gratitude & Compassion Customer Experience Representative Department Overview The Customer Experience Department at SILAC supports policyholders, agents, and internal partners by delivering efficient, accurate, and compassionate service. We manage incoming inquiries, process policy‑related transactions, and provide education on our annuity products. Our department values collaboration, consistency, and a commitment to delivering excellent service. Job Overview The Level1 Customer Experience Representative is responsible for supporting incoming service needs with the majority of the work through incoming phone calls. This role serves as the first point of contact for customers and agents with issued policies or pre‑sale questions, assisting with questions related to policy status, basic transactions, and general information. Representatives must demonstrate strong listening skills, accurate documentation, and a customer‑first mindset. This role also acts as a gateway for professional development within the department. Job Details Starting Pay Rate: $21.75 Full Time or Part Time: Full‑Time Standard Hours Per Week: Monday – Friday, 40 hours/week Work Schedule: Shift starts between 6:30 AM and 8:30 AM MT Schedule Type: In‑Office with potential to go Hybrid in the future What You’ll Do Customer Support (Phone & Written) Respond to incoming calls and messages from policyholders, agents, and internal teams. Provide accurate, policy‑level information in a professional and timely manner. Provide information and resources via email to agents and policy owners. Processing Review and complete basic service requests such as address changes, annual reallocation of funds, and beneficiary updates. Ensure all requests meet internal and regulatory guidelines prior to processing. Documentation & System Navigation Accurately record customer interactions and transaction details in appropriate systems. Navigate multiple internal platforms to locate policy data and job aids. Collaboration & Communication Partner with teammates and cross‑functional departments to resolve issues. Communicate updates, escalations, and service impacts to appropriate channels. Learning & Development Participate in regular training and coaching sessions. Stay informed of product changes, procedural updates, and customer experience initiatives. Job Requirements Required High school diploma or equivalent 1+ year of experience in a customer service, administrative, or call center environment Strong verbal and written communication skills Comfortable using multiple systems and following defined procedures Willingness to learn annuity products and financial service regulations Desired Experience in the annuity or life insurance industry Experience in a Customer Service environment Experience in a call or service center environment Familiarity with financial service terminology and processes Benefits Medical Plans, including FSA and HSA Dental and Vision 401(k) (Roth and Traditional) Pet Insurance Parental Leave Paid Time and Sick Time off 10 Paid Holidays and 1 Birthday Pay Paid Volunteer Time College Tuition Reimbursement At SILAC, we celebrate a diverse and inclusive work environment, where we honor and support varying backgrounds, beliefs, and perspectives for the benefit of our business, including our employees and products. We are proud to be an equal‑opportunity workplace and strive to be a place where every employee feels they belong. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or a special need that requires accommodation, please let us know. #J-18808-Ljbffr