Job Description

Job Description

Job Title: Policy Service Representative Trainee

Department: Policy Service

Reports To: Jennifer Schulze

Location: Home Office

Job Type: Full Time

Commitment to Core Values

At Illinois Mutual, our culture is built around our four core values. These values shape how we operate and define our expectations of each team member’s contributions:

• Be honest, reliable and respectful
• Think of other first
• Work together to create results
• Stand out with personal, caring service

Job Summary

The Service Representative Trainee provides customer service through phone calls and incoming requests from our policyowners, agents or other customers under direct supervision. This position reports to the Call Center Supervisor.

Primary Responsibilities

• Manage large amounts of phone calls in a call center environment
• Answer customer inquiries by phone, email or written correspondence
• Process basic customer requests to include (but not limited to) beneficiary changes, assignments, review of forms and verification of coverage and update policy information accordingly
• Develop knowledge and skill base to properly apply company processes and use all systems
• Provide accurate, valid and complete information using departmental processes and procedures
• Identify and assess customers’ needs to achieve satisfaction
• Acquire and demonstrate basic knowledge of all policy types
• Properly escalate difficult or complex service situations as necessary
• Meet documented, department service level agreements, quality goals and quantity goals
• Attend and participate in team and department meetings
• Assist other team members as needed
• Other duties as assigned that affect the Policy Service department

Anticipated Salary: $33,000 - $34,000

Benefit Overview: We strive for our employees to feel appreciated and supported, both professionally and personally. Our comprehensive benefit and discount package that meets a variety of needs is one way we demonstrate this. Some of our most admired benefits include:

• Compressed 4 1/2-day work week (Half-Day Fridays)
• No monthly premium cost for employee medical, life and disability insurance coverage
• Paid time-off accrual, including annual rollover; and paid holidays
• Competitive 401(k) plan with immediate vesting on Company contributions
• Discounted on-site employee cafeteria
• On-site exercise facility and company-provided exercise time
• Tuition reimbursement and training incentives
• Access to voluntary dental and vision insurance coverage

Qualifications

• Associate’s Degree required
• One year of customer service experience required, call center preferred
• Prior insurance industry experience preferred
• Possess clear, concise oral and written communication skills
• Patient, empathetic and passionately communicative
• Customer driven and ability to adapt and respond to differing personalities
• Ability to effectively prioritize and monitor work to achieve timely results
• Ability to maintain confidentiality and adhere to privacy standards
• Ability to learn systems processes and procedures quickly
• Ability to maintain professionalism at all times
• Ability to multi-task and effectively meet deadlines
• Flexible and adaptable to changes
• Detail oriented
• Strong initiative and solid judgment abilities and skills
• Ability to work successfully in a team environment
• Proficiency in Microsoft Office Programs
• Strong mathematical skills
• Bilingual skills preferred (Spanish)

Required Competencies (Proficiency Level)

• Accountability (1)
• Continuous Learning (1)
• Customer Focus (1)
• Integrity (1)
• Organizational Awareness (1)
• Teamwork (1)

This job description is intended to provide a general overview of the position and does not include every detail of the role. Responsibilities and expectations may be subject to change based on Company needs.

Illinois Mutual is an equal opportunity employer.

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