What are the responsibilities and job description for the Service Specialist position at Americo Financial Life and Annuity?
Ozark National Life Insurance is hiring a full-time Service Specialist to join our expanding team!
The hours for this position are Monday – Friday, 8:00 AM – 4:30 PM, on site at our downtown Kansas City, MO office location.
Overview
This role supports policyholders, agents, and internal teams and plays a key role in responding to customer inquiries, resolving issues, and processing basic service transactions with a focus on customer retention within established guidelines and service level expectations.
Key Responsibilities
- Respond to incoming policyholder and agent calls, letters, and emails regarding billing issues, policy provisions, service questions, and general concerns while maintaining a high level of professionalism.
- Build positive rapport with customers to support retention and satisfaction.
- Identify and escalate complex issues to more experienced staff when appropriate.
- Update customer information in the database during and after each interaction.
- Review policy files, process requested changes and financial transactions, and issue confirmation correspondence.
- Maintain current knowledge of products, procedures, policies, and privacy regulations.
- Process payments by phone.
- Perform receptionist duties as needed.
- Assist with departmental and company projects.
- Update department correspondence and support other teams with communication needs.
- Research policy files and prepare detailed responses to customer inquiries and complaints.
Required Qualifications
- Demonstrated experience with basic computer skills, including Microsoft Windows, Outlook, Word, and Excel.
- Professional and personable telephone etiquette with the ability to remain courteous at all times.
- Ability to learn, comprehend, and apply knowledge of products and procedures.
- Strong organizational skills.
- Problem-solving abilities with attention to detail.
- Strong written and verbal communication skills.
- Self-motivated with the ability to work independently and as part of a team.
- High school diploma or GED required.
Preferred Qualifications
- Previous customer service experience, preferably in insurance or financial services.
Ozark National Life Insurance is a wholly owned subsidiary of Americo Financial Life and Annuity Insurance Company