Customer Service Representative I

Customer Service Representative I

Location: GPM Life Insurance, 2211 NE Loop 410, San Antonio, TX 78217

Working Conditions:  In-Office ( without remote opportunity )

Schedule: 39 hours/week Monday-Friday; 5-hour workday on Fridays! 

Job Type: Full-Time

As part of the team at GPM Life Insurance, you’ll strive to provide excellent customer service to our policyholders, agents, and GPM team.

Customer Service Representatives are the primary contact for policyholders and agents. 

ALL ABOUT THE POSITION

The Customer Service Representative I is the entry-level position in Customer Service. The CSR I will be trained to handle a variety of policyholder requests received via phone, email, or mail from the receipt of the request through completion of the request.

• The Customer Service Representative I will be in-training to respond to incoming customer service inquiry calls and make outgoing calls as needed to resolve customer service inquiries for the following GPM Life departments: Customer Service, Claims, Policy Change, Premium Collection, New Business, and Underwriting. The Customer Service Representative I will learn to identify and assess agent and policyholder needs regarding life insurance products and determine the status of pending/incomplete service work to achieve customer satisfaction with the Company. Document each call in the GPM Life imaging system (WebDocs). 
• May train to handle incoming and outgoing Spanish customer service inquiries with GPM Life's Spanish-speaking policyholders either directly or with the assistance of a Spanish-speaking GPM Life Customer Service Representative.
• The Customer Service Representative I will begin building sustainable relationships and trust with other GPM Life departments by learning to act as a liaison between policyholders, agents, and other departments: 
  • Customer Service – status of service requests;
  • Claims –notification of death claims;
  • Policy Change – provide policy illustrations, requests for changes in policies, cancellation of benefits;
  • Premium Collections – providing premium related services;
  • New Business and Underwriting – reviewing Pendex to provide status;
  • Actuary – provide assistance with Policy Information Reports and Annual Statements;
  • Agency – Agent Inquiries, and
  • Information Technology – Computer support to provide excellent customer service to Agents, Policyholders, and their families
• Train to discuss and offer alternative options with policyholders who request to surrender and transfer their policies to another company. Learn about communication procedures, guidelines, and policies when communicating with original writing and servicing agents and coordinate with agent to ensure agent contacts the policyholder(s). Train to understand how to Provide Cost Basis information for policyholders as needed.
• Train to prepare letters and provide forms to respond to requests from policyholders and agents for all GPM Life companies as listed above. Provide policy illustrations, Annual Statements and Policy Information Reports (PIR’s) on all GPM Life and GPM Health & Life Policies to Policyholders and Agents to keep them informed regarding the Policyholder’s policy performance. Update address changes and provide policy tax information.
• Engage with Customer Service Team Leader, the Customer Service Team Trainer, and the Supervisor of Customer Service to meet team and Company goals.
• Learn to understand Company procedures on how to handle customer complaints and provide appropriate solutions and alternatives so policyholders will be satisfied with the results of the call. Learn to prepare documentation for files that include divorce decrees, property settlement agreements, guardianship, and powers of attorney, for review by the GPM Life Legal Department. 
• Responsible for simple Customer Service inquiries and handling non-complex policyholder requests received via phone or mail. The Representative is responsible for the customer experience from receipt of the request through completion including calling policyholder to respond or sending correspondence or notification to the policyholder. Requests will be for all GPM Life Group companies.
• Provide policyholders Service Request Forms for Name Changes, Change of Address, Duplicate Policies or Certificates of Insurance, Non-Forfeiture Options—Automatic Premium Loans, Policy Loans, Dividend/Premium Deposit Funds, Dividend Changes, Transfer of Ownership/Owner Deceased, Surrender Cash Value of Paid-Up Additions (PUA), Withdrawal Excess Accumulation Value (Premium Paying TriMark), Partial Surrender (Universal Life Policy), and Partial Surrenders (Annuity Contract), Change of Beneficiary, and Bank Authorizations for all GPM Life companies.
• Prepare files for GPM Life Legal Department review that include Divorce Decrees, Property Settlement Agreements, and Powers of Attorney, where legal issues involving Name Changes, Change of Address, Duplicate Policies or Certificates of Insurance, Non-Forfeiture Options—Automatic Premium Loans, Policy Loans, Dividend/Premium Deposit Funds, Dividend Changes, Transfer of Ownership, Surrender Cash Value of Paid-Up Additions (PUA), Withdrawal Excess Accumulation Value (Premium Paying TriMark), Partial Surrender (Universal Life Policy), Partial Surrenders (Annuity Contract) and Change of Beneficiary.
• Maintains and Adheres to all Customer Service processes and procedures.
• Performs other duties as assigned.

ALL ABOUT YOU

We are looking for someone with:

• the ability to work as a team and independently
• attention to detail
• willingness to learn about the difference between Life, Term and Universal Life policies and Annuities
• effective communication and customer service skills
• time management and organizational skills
• great people skills
• a professional demeanor

EDUCATION AND EXPERIENCE REQUIREMENTS:

• High School or equivalent
• Minimum 2 years' experience in a call center required
• Minimum 2 years' clerical/administrative experience
• Working knowledge of MS Word and Excel
• Accurate data entry skills
• Customer service experience required
• Experience in a life insurance environment preferred

BENEFITS/PERKS

• 401(k) with company match
• Medical insurance
• Dental insurance
• Life insurance
• Vision insurance
• Generous PTO and holidays