Customer Service Associate

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.