Customer Experience Representative

Customer Experience Representative

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. By focusing on clear communication and problem-solving, we support SILAC's mission to be a trustworthy and responsive partner.

The Level 1 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.

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:

• 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 policyowners.

• 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.

• Accurately record customer interactions and transaction details in appropriate systems.
• Navigate multiple internal platforms to locate policy data and job aids.

• Partner with teammates and cross-functional departments to resolve issues.
• Communicate updates, escalations, and service impacts to appropriate channels.

• 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
• 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

Communication during the recruitment process regarding interview requests or job offers will come directly from a recruiting team member with a silacins.com email address.

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.