portal resources jobs companies t trustmark policy customer service representative

Policy Customer Service Representative 🔥


Trustmark’s mission is to improve wellbeing – for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities.


We are currently looking for a Policy Customer Service Representative who will respond to policyowner and agent inquiries, have the ability to troubleshoot and resolve issues and can meet client expectations within deadlines. The ideal candidates must possess a strong work ethic, have the analytical skills necessary to seek solutions and resolve problems and have the ability to communicate effectively with internal and external customers both verbally and in writing. In this role, you will be working in a team environment supporting others within the Customer Promise Department, whose core hours are Monday-Friday from 9:45 am - 6:00 pm. You will be participating in a training program that will give you the skills necessary to be successful in supporting our department.


Objective:

The Customer Promise department is responsible for servicing our customers on contractual policy change and disbursement (loans, surrenders, partial surrenders, refunds) requests, processes policy values (e.g., calculating amount of cash values, premium refund or due, loan balance or loan interest refund), death benefit requests, and policy changes. Position requires strong knowledge of company products, the ability to interpret policy provisions, and knowledge of administrative practices relating to company procedures. Knowledge of all lines of business/plans and provides customer service/process assistance.


Responsibilities include:


Customer Service:


  • Processing customer requests and inquires for policy contract changes and disbursements.
  • Responsible for mastering the internal business rules, processes and processing systems that support Voluntary Benefit Solutions products, to provide immediate and professional service requests and changes to customers.
  • Demonstrate tact and sound judgment in all interactions with both internal and external customers.
  • Willingness to research both internal and external customer inquiries and to follow up to ensure resolution and satisfaction.
  • Strong adherence to policy contract provisions, insurance regulations and processing requirements is critical in protecting the company and making accurate decisions for our customers.
  • Consistently meets established productivity, schedule adherence, and quality standards.
  • Ensures quality customer service for internal and external customers:
  • Responds to incoming customer service requests, both verbal and written.
  • Identifies and assesses customers' needs quickly and accurately.
  • A close partnership with the Customer Care team is critical.
  • Supports administration of workload activities and minimal call support.

Product and Insurance Knowledge:


Develop deep and technical knowledge of VBS products and features, regulatory requirements, and departmental standards and goals. Be able to interpret policy provisions based upon customer’s requests. Address requests including policy changes, conversions, reinstatements, exchanges and disbursements (surrenders, partial surrenders, loans, refunds).


Requirements:


  • A minimum of 1-2 years' of prior work experience in a call center required.
  • BA or BS degree or equivalent work experience strongly preferred.
  • Must be able to work 9:45 - 6:00 pm on M-F.
  • Insurance product or benefit knowledge preferred.
  • Excellent multi-tasking skills – listening, inputting data, problem solving, navigating multiple systems while delivering excellent customer service
  • Strong customer service skills including the capability to establish rapport with customer while maintaining a commitment to customer satisfaction.
  • Strong problem solving and analytical skills.
  • Working knowledge of Microsoft Office.
  • Ability to be adaptable to modifications of core work hours if required to meet the business needs.
  • Self-motivated and high learning agility.

Come join Trustmark! Join a team that will not only utilize your current skills but will enhance them as well. Trustmark benefits include health/dental/vision, life insurance, FSA and HSA, 401(k) plan, Employee Assistant Program, Back-up Care for Children, Adults and Elders and many health and wellness initiatives. We also offer a Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums.


All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, sexual identity, age, veteran or disability.


Required Skills

Required Experience

Let us send you new openings similar to Policy Customer Service Representative straight to your Inbox. Weekly or Daily. 7-day free trial 💌

The ability to work remotely increases employee happiness by 20 percent.