Client Service Representative III

Client Services Representative III

We're a fast-growing, privately held insurance company on a path to become a leading U.S. retail platform. We believe every client and customer relationship holds the potential to grow into something greaterand the same is true for our people. As we grow, we're redefining how great talent connects with meaningful workenabling our ambitious strategy while building a culture of high performance, creativity, and partnership. If you're energized by helping others, solving problems, and working in a fast?paced, call?center environment, you'll feel right at home here!

We're looking for a Client Services Representative III who will be responsible for responding to a high volume of inbound telephone inquiries from policyholders and producers. You'll provide detailed support on company products, resolves complex service requests, and ensures all customer interactions and internal documentation meet regulatory and compliance standards. You may also informally support less experienced representatives through day?to?day guidance and knowledge sharing.

The ideal candidate brings strong customer service instincts, comfort handling complex inquiries, and the ability to remain calm and solution?oriented in escalated situations.

What You'll Do:

• Respond to a high volume of inbound calls from policyholders and producers with professionalism and empathy.
• Provide clear, accurate information regarding company products, policies, and service requests.
• Identify customer needs, research issues, and deliver appropriate solutions.
• De?escalate dissatisfied customer situations and ensure a positive service experience.

• Fulfill complex service requests related to life and annuity policies.
• Calculate cash values, premium refunds or changes, loan balances, and related policy values.
• Learn, apply, and explain tax regulations as they relate to policy distributions and changes.

• Maintain complete, accurate, and timely internal documentation in accordance with company, regulatory, and compliance standards.
• Ensure all customer interactions and transactions are properly recorded and auditable.

• Provide informal day?to?day support and guidance to less experienced Client Services Representatives, as needed.

What You Bring:

• High school diploma or GED required.
• 12 years of call center or customer service experience.
• Prior insurance industry experience preferred but not required.
• Strong verbal and written communication skills with professional telephone etiquette.
• Bilingual (Spanish/English) strongly preferred.
• Ability to perform complex manual mathematical calculations.
• Ability to learn, comprehend, and apply tax regulations related to life and annuity policies.
• Strong organizational skills and attention to detail.
• Basic computer skills and keyboarding proficiency.
• Ability to work effectively in a fast ? paced, high ? volume environment.
• Regular and predictable attendance, with flexibility for overtime during peak periods.

Core Competencies:

• Customer Service Excellence: Ability to deliver professional, empathetic service in high ? volume call settings.
• Communication: Clear, effective verbal and written communication with policyholders and producers.
• Problem Solving: Ability to identify issues, research solutions, and resolve complex service requests.
• Mathematical Accuracy: Strong capability to perform detailed calculations related to policy values and transactions.
• Regulatory & Compliance Awareness: Ability to follow procedures and documentation standards with precision.
• Attention to Detail: Consistently accurate work and thorough documentation.
• Adaptability: Comfort managing changing priorities and call volumes in a fast ? paced environment.
• Collaboration: Willingness to support team members through knowledge sharing and peer assistance.

What We Offer:

• A collaborative, inclusive environment that values authenticity, accountability, and partnership
• The opportunity to join the company at an exciting stage of growth, where colleagues are empowered to build what's next
• A variable compensation package with an hourly base rate of $24
• A competitive benefits package including comprehensive medical, dental, and vision coverage; an HSA and 401(k) company match; paid time off; and employer-paid life and disability insurance
• Hybrid work arrangement: must be local to our Austin, TX office and able to work onsite 3 days per week with 2 days working from home.

At Prosperity, we are committed to equal employment opportunity and encourage people from all backgrounds to apply. We make hiring decisions based on merit and do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, disability, or any other protected status.

We strive for a meaningful interview experience for all candidates. If you need an adjustment or accommodation due to a disability or medical condition during the hiring process, please let your recruiter know.