PHS Customer Service Representative
Position Scope:
Local/Corporate Position Rank:
Individual Contributor Position Category:
Standard Area/Department/Subdepartment:
Operations, PHS LIFE Reports To:
Director of Policy Holders Job Purpose:
To provide
high-quality service and support
to life insurance policyholders by handling inquiries, processing policy change service requests, resolving issues, and delivering accurate information efficiently and professionally.
The Customer Service Representative must be able to work in a
high-performance, customer-focused team environment
, helping to maintain a positive customer experience while ensuring compliance with standards and regulatory requirements.
Duties & Responsibilities:
Respond to incoming emails, calls, and inquiries from policyholders, agents, and other stakeholders. Provide clear and accurate information regarding life plans, including billing, coverage details, and policy changes. Process policy service requests such as beneficiary updates, payment method changes, address changes, policy assignments, in-force illustrations, benefit payments, and other policy changes. Document all customer interactions and actions taken in the
customer relationship management (CRM) system
. Assist with outbound calls or follow-ups as required. Provide limited customer service support to
local office affiliates
. Assist with
special projects
as assigned. Contribute to
team goals
for service, accuracy, and customer satisfaction. Qualifications:
Education:
Associate or Bachelor's Business Degree preferred. Experience:
Minimum
two years of experience in customer service
, preferably in the insurance or financial services sector. Knowledge:
Knowledge of
life insurance products and terminology
. Soft Skills:
Customer-focused mindset with
empathy and patience
. Communication:
Excellent
written and verbal communication (Spanish and English)
skills (a must). Management:
Ability to
multi-task
and manage time effectively. Accuracy:
Attention to detail
and a high level of accuracy in data entry and documentation. Software:
Familiarity with
CRM systems
and Microsoft Office software. Teamwork:
Committed team player who actively supports colleagues and contributes to team goals. Insurance industry is a PLUS
Local/Corporate Position Rank:
Individual Contributor Position Category:
Standard Area/Department/Subdepartment:
Operations, PHS LIFE Reports To:
Director of Policy Holders Job Purpose:
To provide
high-quality service and support
to life insurance policyholders by handling inquiries, processing policy change service requests, resolving issues, and delivering accurate information efficiently and professionally.
The Customer Service Representative must be able to work in a
high-performance, customer-focused team environment
, helping to maintain a positive customer experience while ensuring compliance with standards and regulatory requirements.
Duties & Responsibilities:
Respond to incoming emails, calls, and inquiries from policyholders, agents, and other stakeholders. Provide clear and accurate information regarding life plans, including billing, coverage details, and policy changes. Process policy service requests such as beneficiary updates, payment method changes, address changes, policy assignments, in-force illustrations, benefit payments, and other policy changes. Document all customer interactions and actions taken in the
customer relationship management (CRM) system
. Assist with outbound calls or follow-ups as required. Provide limited customer service support to
local office affiliates
. Assist with
special projects
as assigned. Contribute to
team goals
for service, accuracy, and customer satisfaction. Qualifications:
Education:
Associate or Bachelor's Business Degree preferred. Experience:
Minimum
two years of experience in customer service
, preferably in the insurance or financial services sector. Knowledge:
Knowledge of
life insurance products and terminology
. Soft Skills:
Customer-focused mindset with
empathy and patience
. Communication:
Excellent
written and verbal communication (Spanish and English)
skills (a must). Management:
Ability to
multi-task
and manage time effectively. Accuracy:
Attention to detail
and a high level of accuracy in data entry and documentation. Software:
Familiarity with
CRM systems
and Microsoft Office software. Teamwork:
Committed team player who actively supports colleagues and contributes to team goals. Insurance industry is a PLUS