Purpose :

To accurately handle inbound and outbound inquiries (i.e., email, fax, phone calls, etc.) including, but not limited to, contracting of producers and commission / bonus payouts.

The challenge of this position is to resolve the customer’s inquiry in a timely and accurate manner while enhancing their service experience.

Accountabilities :

Receives and processes incoming calls and emails from producers and internal partners, providing accurate information on the licensing and contracting processes and outstanding requirements.

Educates agents on commission payment process, including commission calculations, schedules and statement information as well as payment amounts and options.

Completes ACH and wire transactions for commission payouts, payout method changes, auditing commissions and emailing of commission statements for producers.

Formulates communications with customers through various channels (calls, emails, etc.) and adequately documents correspondence in systems.

Qualifications and Experience :

• High school diploma or equivalent required
• College degree preferred
• Intermediate to advanced level ability to navigate through computer systems (internal databases) with minimal assistance required
• Minimum of two years of customer service experience in the Licensing and Contracting or Compensation areas within the Life Insurance or Annuity Industry preferred.
• Working knowledge of insurance products and processes, particularly around Licensing, Contracting or Commissions, preferred.
• Demonstrated understanding and working experience with regulations regarding insurance contracts preferred.
• Demonstrated and proven ability to understand complex questions, interpret requests and ask probing questions for root cause analysis.
• Demonstrated ability to effectively use verbal or written methods, while explaining intermediate to complex concepts and processes to a diverse customer base.

Last updated : 2024-03-29