Customer Service Representative

Job Description

The Payments and Benefits Representative works under close to moderate supervision and has primary responsibility for servicing In-force policy contracts via the telephone, email or written request. The Payments and Benefits Representative responds to policy inquiries from policyholders, government entities, and agents. The responsibilities include providing world class quality Customer Service over the telephone and reviewing documents for title, billing mode changes and entering changes into the policy master record; processing all disbursements, which include loans, surrenders, and outgoing 1035 transfers; and payment processing.

• Essential Job Duty #1: Telephone Calls and Email Requests50 %Answering telephone inquiries while speaking clear and concise while assuring the call ends with resolution. Respond to email requests by answering all inquiries in a professional manner within a 24 hour period.
• Essential Job Duty #2: Processing40 %Process written requests or payments by working assigned work queues and make certain that assigned requests are worked within the processing standard.
• Essential Job Duty #3:Inforce Illustrations8 %Request inforce illustrations via the Mutual Trust Agent Website or a Math Analyst
• Essential Job Duty #4: 1099 Inquiries2 %Answer and explain any 1099 inquiries that are received throughout the year.

100 %

Education & Experience

Required: High School Diploma

Preferred: Experience in Customer Service (telephones), life insurance or related industry

Certifications, Licenses & Registrations

Preferred: Complete LOMA 280/281 Class or Level 1 within 12 months of employment.

Knowledge, Skills & Abilities (Refer to Example KSAs document for examples)

• Prioritize work to address immediate concerns while balancing workflow and telephone inquiries
• Knowledge of computer applications and basic computer functions
• Possess ability to work harmoniously with others
• Change focus as demands change, make immediate changes to day to day functions for coverage purposes
• Understand Mutual Trusts products and services
• Professional communication skills including email, composing business letters and professional verbal communication skills
• Basic math skills
• Basic accounting experience
• Problem Solving Skills
• Attention to detail
• Strong commitment to quality, meeting deadlines and providing World Class Customer Service
• Strong organizational skills
• Ability to multitask
• Ability to work under pressure
• Ability to work independently
• Ability to adjust work schedule to business need and to work overtime, including Saturdays

COMPENSATION AND BENEFITS

Hourly contract rate range of $17.00 to $18.00 based on experience and qualifications, as well as geographical market and business considerations.

Your well-being is important to Wimmer Solutions. All regular, full-time employees working a minimum of 30 hours per week are eligible to participate in the benefits plan. Outside of offering excellent medical, dental, and vision benefits, we also offer the following:

• Paid time off and holidays
• 401k & company match
• Flexible Health Care, Dependent Care, and Commuter Spending Accounts
• Employee Assistance Program
• Life & Accidental Death and Dismemberment Insurance
• Short and Long-Term Disability
• Payroll advance program, Charitable donation match, Athletic event sponsorship,
• Referral reward program, and more

MORE ABOUT WIMMER SOLUTIONS

Wimmer Solutions is proud to be an equal-opportunity employer. All applicants will be considered for employment regardless of race, color, religion or belief, age, gender identity, sexual orientation, national origin, parental status, veteran, or disability status. Wimmer Solutions is committed to achieving a diverse employee network through all aspects of the hiring process and we welcome all applicants.