Customer Experience Representative
SILAC Insurance Company, Overland Park, KS, United States
About SILAC: SILAC Insurance Company is one of the fastest-growing insurance companies in the nation and continues to be a top contender in the industry. We offer industry-leading annuity products that help individuals prepare for retirement. Our teams align around a shared vision of providing clean, simple & competitive products for clients, delivering best‑in‑class service to agents & business partners, and propelling the success of our employees.
Customer Experience Representative
Department Overview: The Customer Experience Department supports policyholders, agents, and internal partners by delivering efficient, accurate, and compassionate service. We manage incoming inquiries, process policy‑related transactions, and provide education on our annuity products. Job Overview: The Level 1 Customer Experience Representative is the first point of contact for customers and agents with policy queries or pre‑sale questions. The role handles incoming phone calls, provides accurate policy information, processes basic transactions, and records interactions accurately. Representatives demonstrate strong listening skills, documentation accuracy, and a customer‑first mindset. Key Details
Starting Pay Rate: $21.75 Employment Type: Full‑Time Hours: Monday – Friday, 40 hours/week Shift: 6:30 AM – 8:30 AM MT Schedule Type: In‑Office (potential hybrid) What You'll Do
Respond to incoming calls and messages from policyholders, agents, and internal teams. Provide accurate, policy‑level information in a professional and timely manner. Provide information and resources via email to agents and policy owners. Review and complete basic service requests such as address changes, annual reallocation of funds, and beneficiary updates. Ensure all requests meet internal and regulatory guidelines prior to processing. Accurately record customer interactions and transaction details in appropriate systems. Navigate multiple internal platforms to locate policy data and job aids. Partner with teammates and cross‑functional departments to resolve issues. Communicate updates, escalations, and service impacts to appropriate channels. Participate in regular training and coaching sessions. Stay informed of product changes, procedural updates, and customer experience initiatives. Qualifications
High school diploma or equivalent. 1+ year of experience in customer service, administrative, or call center roles. Strong verbal and written communication skills. Comfortable using multiple systems and following defined procedures. Willingness to learn annuity products and financial service regulations. Desired
Experience in the annuity or life insurance industry. Experience in customer service or call center environments. Familiarity with financial service terminology and processes. Benefits
Medical plans (incl. FSA and HSA). Dental and vision coverage. 401(k) plan (Roth and Traditional). Pet insurance. Parental leave. Paid time and sick time off. 10 paid holidays and 1 birthday pay. Paid volunteer time. College tuition reimbursement. At SILAC, we celebrate a diverse and inclusive work environment, where we honor and support varying backgrounds, beliefs, and perspectives for the benefit of our business, including our employees and products. We are proud to be an equal‑opportunity workplace and strive to be a place where every employee feels they belong. We are committed to equal employment opportunity regarding race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, and Veteran status. If you have a disability or a special need that requires accommodation, please let us know.
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Department Overview: The Customer Experience Department supports policyholders, agents, and internal partners by delivering efficient, accurate, and compassionate service. We manage incoming inquiries, process policy‑related transactions, and provide education on our annuity products. Job Overview: The Level 1 Customer Experience Representative is the first point of contact for customers and agents with policy queries or pre‑sale questions. The role handles incoming phone calls, provides accurate policy information, processes basic transactions, and records interactions accurately. Representatives demonstrate strong listening skills, documentation accuracy, and a customer‑first mindset. Key Details
Starting Pay Rate: $21.75 Employment Type: Full‑Time Hours: Monday – Friday, 40 hours/week Shift: 6:30 AM – 8:30 AM MT Schedule Type: In‑Office (potential hybrid) What You'll Do
Respond to incoming calls and messages from policyholders, agents, and internal teams. Provide accurate, policy‑level information in a professional and timely manner. Provide information and resources via email to agents and policy owners. Review and complete basic service requests such as address changes, annual reallocation of funds, and beneficiary updates. Ensure all requests meet internal and regulatory guidelines prior to processing. Accurately record customer interactions and transaction details in appropriate systems. Navigate multiple internal platforms to locate policy data and job aids. Partner with teammates and cross‑functional departments to resolve issues. Communicate updates, escalations, and service impacts to appropriate channels. Participate in regular training and coaching sessions. Stay informed of product changes, procedural updates, and customer experience initiatives. Qualifications
High school diploma or equivalent. 1+ year of experience in customer service, administrative, or call center roles. Strong verbal and written communication skills. Comfortable using multiple systems and following defined procedures. Willingness to learn annuity products and financial service regulations. Desired
Experience in the annuity or life insurance industry. Experience in customer service or call center environments. Familiarity with financial service terminology and processes. Benefits
Medical plans (incl. FSA and HSA). Dental and vision coverage. 401(k) plan (Roth and Traditional). Pet insurance. Parental leave. Paid time and sick time off. 10 paid holidays and 1 birthday pay. Paid volunteer time. College tuition reimbursement. At SILAC, we celebrate a diverse and inclusive work environment, where we honor and support varying backgrounds, beliefs, and perspectives for the benefit of our business, including our employees and products. We are proud to be an equal‑opportunity workplace and strive to be a place where every employee feels they belong. We are committed to equal employment opportunity regarding race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, and Veteran status. If you have a disability or a special need that requires accommodation, please let us know.
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