Pan-American Life Insurance Company Oak Brook , IL 60523
Posted 2 months ago
Pan-American Life Insurance Group (PALIG) is looking for a Customer Service Assoicate to join the Life Operations team within the Global Life Division. The Customer Service Associate will be responsible for performing basic to intermediate level customer, policy, and process-related research for both internal and external customers following established division guidelines. In addition, the Customer Service Associate will be responsible for the daily processing of data entry and customer requests by utilizing various systems to support blocks of Individual Life business under the guidance of senior-level associates and/or incumbent's manager within the Global Life team, as needed. Other responsibilities may include filing, logging, scanning, and other clerical duties, as needed, to support unit functions.
ESSENTIAL FUNCTIONS:
Daily Processing of Customer Requests
Be responsible for basic data entry and customer requests processing, which includes detailed policy activity research into one or all of the appropriate systems
Perform customer/producer, policy, and process-related research and resolution
Be responsible for transactional reconciliation for daily processing
Analyze daily systems generated output to determine if action and/or customer contact is required
Communicate proactively with customers via written or verbal communications
Answer telephone inquiries, assuring the call ends with resolution or initiation of the appropriate follow-up workflow
Respond to email requests by answering all inquiries in a professional manner within a 24-hour period
Place outbound calls needed to gather information or complete requests
Processing and Transactional Reconciliation
Analyze and review transactional output from transactions performed by self and make next step decisions based on processing requirements
Place outbound calls needed to gather information or complete requests
Adhere to Compliance Regulations and Established Division Guidelines and Standards
Adhere to compliance regulations, state and/or county requirements
Maintain current knowledge of industry and product regulatory guidelines
Provide both internal and external customer service following established division guidelines
Be responsible for meeting defined departmental timing and service performance standards
Other Duties
Perform other clerical and departmental duties, as needed, such as filing, logging, and scanning
Provide assistance, training, and guidance to colleagues as needed
Perform other duties as assigned by supervisor and/or manager
EDUCATION & EXPERIENCE:
High School diploma or equivalent, plus one (1) year of experience with prior customer-facing work
Bilingual (English/Spanish) skills strongly preferred
Bachelor's degree in related field and/or prior insurance industry work experience preferred
LOMA certifications preferred
KNOWLEDGE, SKILLS & ABILITIES:
Basic Accounting knowledge
Customer Service: Knowledge of principles and processes for providing customer services, such as needs assessment, meeting quality standards for services and evaluating service delivery satisfaction
Writing/Reading: Understands documents and applies the information to work situations; conveys ideas and facts concisely and accurately in writing
Attention to Detail: Accomplishes tasks by focusing on all areas involved; ensures all associated processes and tasks are completed; vigilantly watches over/checks processes and tasks to ensure accuracy
Problem Solving Skills : Analyzes a situation by gathering and organizing information; assesses cause and effect relationships and recommends potential solutions
Flexibility: Maintains an open mind; performs a wide variety of tasks and changes focus as demands change; transitions smoothly from one task to another as customer demands change
Organization/Planning: Plans and prioritizes tasks to ensure work is completed accurately and timely
Teamwork: Works with others to get results; responds positively to instructions and procedures; shares information with everyone on a project
Computer Applications: Remains current on knowledge of applicable computer applications and basic computer functions
Pan-American Life Insurance Group Offers:
Comprehensive Compensation Packages (base & bonus)
A Comprehensive Benefits Package: Medical, Dental, 401K, Paid Time Off, and Tuition Reimbursement (etc.) are some examples. New hires are eligible for medical and dental coverage on the first of the month following 30 days of service.
Hybrid Work Opportunities
Who We Are:
Pan-American Life Insurance Group (PALIG) serves the life, accident, and health insurance needs of individuals and businesses in 49 U.S. states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands through its U.S. based member companies - Pan-American Life Insurance Company and Pan-American Assurance Company.
At Pan-American Life, our employees are our greatest asset. We are grateful for the collaborative efforts of our employees and partners, and for the confidence of the policyholders whose life and health we protect. It is through this long-standing commitment that Pan-American Life continues to succeed.
Pan-American Life is an Equal Opportunity Employer/Drug Free Workplace.
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