Customer Service Associate

Empathetic Client Services Representative Opportunity

At HUB, we believe the best work happens when people are given real space to grow and then given the autonomy to exercise it. We power progress and protect ambition: for the clients who count on us, and equally for the people who make that possible every day.

We're creative thinkers and determined doers, guided by values that show up in how we work together: with empathy, adaptability, accountability and a genuine commitment to one another's success. We foster bold ideas, celebrate curiosity and share what we know. Because when people grow, the work they do grows with them.

Our purpose is deeply human: to help people navigate the world on their terms, at their speed, toward their future. We hold that same commitment to the people building careers here.

Whether you're starting out or leveling up, you'll find the resources to evolve, the support to take on more and a team ready to back you at every stage.

Your ambition has a home here.

Job Summary

We are seeking an empathetic, detail-oriented, and professional Client Services Representative to support our life insurance policyholders and financial agents. In this role, the associate will act as the primary point of contact for client inquiries, policy changes, and initial claims processing. The associate's goal is to deliver a seamless, high-touch customer experience while navigating complex administrative guidelines and maintaining strict data privacy standards. No prior life insurance experience is required; we will fully train the right candidate.

Core Responsibilities

• Inbound Request Management: Serve as the primary contact handling phone calls, emails, and digital requests from clients and financial agents regarding ownership changes, beneficiary updates, address changes, and inforce illustration requests.
• Premium Oversight & Follow-Up: Monitor premium due dates, issue timely reminder notices to clients, and proactively coordinate carrier follow-ups to prevent policy lapses.
• Data Management & Documentation: Obtain accurate policy values, update the SmartOffice CRM platform with high precision, and maintain organized digital client records.
• Reporting & Communications: Generate, review, and compile formal Summary of Insurance reports and securely distribute them to clients and agents.
• Compliance & Data Privacy: Adhere strictly to industry regulations and financial data privacy standards when handling sensitive personal information.
• Problem Resolution: Troubleshoot complex administrative discrepancies by collaborating internally and communicating clear solutions back to policyholders.

Qualifications & Skills

• Experience: 13 years of experience in retail, hospitality, administrative support, or standard call center environments. Prior insurance background is not required.
• Technical Aptitude: Strong comfort level learning new software systems. Experience with standard Microsoft Office Suite (Word, Excel, Outlook) and any CRM or database software is preferred.
• Coachability & Drive: A desire to learn a new industry with the ability to absorb, retain, and apply complex administrative guidelines during training.
• Communication Skills: Exceptional verbal and written communication skills with a natural ability to speak with clients empathetically and professionally.
• Attention to Detail: Proven ability to manage high-volume data entry with minimal errors, ensuring records are kept accurately.
• Education: High school diploma or equivalent required; an Associate's or Bachelor's degree is a plus but not mandatory.

SALARY TRANSPARENCY:

The expected salary range for this position is $30-34/hr and will be impacted by factors such as the successful candidate's skills, experience and working location, as well as the specific position's business line, scope and level. HUB International is proud to offer comprehensive benefit and total compensation packages which could include health/dental/vision/life/disability insurance, FSA, HAS and 401(k) accounts, paid-time-off benefits such as vacation, sick, personal, floating holidays and company holidays. In addition, eligible annual bonuses, equity and commissions may be available for some positions.

What we offer you

• Competitive pay with comprehensive health benefits, retirement savings matching and company-paid life and disability plans
• Generous paid time off, paid parental leave and a wellbeing program designed to support real work/life balance
• A collaborative, high-performing culture with meaningful engagement, community impact through HUB Gives and genuine room to grow your career

The HUB difference

HUB International is one of North America's largest insurance brokers, delivering risk management, insurance, employee benefits, retirement and wealth management solutions to businesses and individuals across the United States and Canada through locally led teams backed by national expertise, giving you the agility of a local partner and the reach of a global organization.

Equal Employment Opportunity: HUB International Limited is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

Reasonable Accommodations: HUB International Limited is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application and hiring process. If you need a reasonable accommodation to access our career site, complete an application, or participate in any part of the hiring process, please contact the Recruiting Team at View email address on click.appcast.io. This contact information is for accommodation requests only and should not be used to inquire about the status of an application.

E-Verify: HUB International Limited participates in E-Verify. Please refer to Our Recruiting Process | Applicant Notices: E-Verify Program for additional information.