Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to join a team in Kansas City, Missouri in a contract-to-permanent capacity. This role focuses on delivering responsive support to policyholders, resolving service concerns with professionalism, and guiding customers through policy-related requests. The ideal candidate brings strong communication skills, confidence working with financial retirement products, and the ability to navigate web-based service tools in a fast-paced environment.

Responsibilities:
• Respond to policyholder inquiries and concerns by phone and provide clear, timely follow-up on next steps and resolutions.
• Review and complete policy-related transactions, including value calculations, premium refunds, loan balances, loan interest refunds, and benefit-related requests.
• Assist customers with updates and modifications to existing policies while ensuring accuracy and compliance with company guidelines.
• Investigate service issues thoroughly and take ownership of resolving problems to achieve a positive customer experience.
• Interpret policy details and explain coverage provisions, account activity, and available options in a way customers can understand.
• Use web-based customer service platforms to document interactions, manage requests, and maintain accurate service records.
• Support inbound and outbound customer communication as needed to address pending items and confirm request completion.
• Carry out additional service and administrative tasks that contribute to smooth daily operations.• At least 3 years of experience in a customer service environment is preferred.
• Between 3 and 5 years of experience supporting financial retirement products is preferred.
• Background in call center customer service, including handling inbound calls, is strongly valued.
• Ability to manage order entry or related transaction processing with strong attention to detail.
• Solid understanding of customer service best practices and clear phone communication.
• Comfortable using web-based systems and digital tools to complete service tasks efficiently.
• Ability to interpret policy provisions and apply established administrative procedures accurately.