Customer Service Representative

Our Company

Explore how you can contribute at AmeriLife.

For over 50 years, AmeriLife has been a leader in the development, marketing and distribution of annuity, life and health insurance solutions for those planning for and living in retirement.

Associates get satisfaction from knowing they provide agents, marketers and carrier partners the support needed to succeed in a rapidly evolving industry.

Job Summary

AmeriLife Benefits, a division of AmeriLife Group, LLC, is a national leader in the employee benefits market. We provide employee, executive, and retirement benefit solutions in addition to administrative services, through our affiliates, Benefits Direct, Blue Chip Benefits, Taylor & Sons Insurance Agency, and National Insurance Marketing Brokers, LLC (NIMBL). Our customized plan solutions, engaging employee communication and enrollment services, leading-edge platform for group billing, eligibility management, and pre-tax account administration help increase competitiveness, reduce costs, and streamline the administration of benefits programs.

The Tier 1 Call Center Customer Support team includes the Customer Service Representative position, which serves as the main interface with participants from our client groups. The primary responsibility of this role is to handle incoming calls and customer service inquiries, providing guidance, information, and prompt solutions to any issues our customers may encounter. The Customer Service Representative serves as a liaison, ensuring accuracy and efficiency in resolving customer problems. We are seeking an ideal candidate who is a confident problem solver, capable of advocating for our customers when needed.

Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Ability to handle inbound service calls and daily responsibilities in serving various customer needs that include:

• Displays expertise in product and service knowledge; understands and adheres to company
  policies and procedures. Supporting the company's core values and basic principles.
• Listens attentively to customers to address issues or questions responsibly; Update benefits information into our proprietary administration system, following client’s process and procedure; Transfers the customer to the appropriate department, as needed.
• Handle incoming calls to provide customers with accurate information about their employee benefits, provide technical support, and assist customers with other benefits-related concerns.
• Help in assisting client claim submissions on flex spending accounts and insurance policies with various carriers.
• Addressing and resolving customer issues as they arise.
• Assisting new business and billing departments with client groups post enrollment closing.
• Working effectively within the CSR team and other department teams inside the organization.
• Conducting job duties in a manner that promotes the highest level of customer service to both internal and external customers.
• Supporting the company's core values and basic principles
• Performing other job-related duties and special assignments, as needed.
• Office administration and related customer services work.
• Compensation levels based on experience and industry knowledge. 

QUALIFICATIONS:

• Qualified candidates must handle detail-oriented work with strong problem solving or critical thinking skills
• Must have the ability to multi-task and adapt as issues arise
• Ability to independently prioritize workload
• Skills Required: Basic knowledge on PHI and HIPAA, Basic computer knowledge with experience and proficiency in Microsoft Excel, excellent verbal and written communication skills for business correspondences, Analytical skills, Customer focus, must be willing to work in an office-based setup, Team player with a positive attitude!
• College degree or completed coursework – preferred
• Insurance, banking and/or customer service background – preferred
• Familiar with CRM system – preferred
• Licensed Life and Health Agent – preferred and Bilingual a plus

 

What AmeriLife Offers

A comprehensive benefits package that includes PTO, medical, dental, vision, retirement savings, disability insurance, and life insurance.

Equal Employment Opportunity Statement

We are an Equal Opportunity Employer and value diversity at all levels of the organization. All employment decisions are made without regard to race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity or expression, age, national origin, ancestry, disability, genetic information, marital status, veteran or military status, or any other protected characteristic under applicable federal, state, or local law. We are committed to providing an inclusive, equitable, and respectful workplace where all employees can thrive.

 

Americans with Disabilities Act (ADA) Statement

We are committed to full compliance with the Americans with Disabilities Act (ADA) and all applicable state and local disability laws. Reasonable accommodations are available to qualified applicants and employees with disabilities throughout the application and employment process. Requests for accommodation will be handled confidentially. If you require assistance or accommodation during the application process, please contact us at HR@AmeriLife.com.

 

Pay Transparency Statement

We are committed to pay transparency and equity, in accordance with applicable federal, state, and local laws. Compensation for this role will be determined based on skills, qualifications, experience, and market factors. Where required by law, the pay range for this position will be disclosed in the job posting or provided upon request. Additional compensation information, such as benefits, bonuses, and commissions, will be provided as required by law. We do not discriminate or retaliate against employees or applicants for inquiring about, discussing, or disclosing their pay or the pay of another employee or applicant, as protected under applicable law. Pay ranges are available upon request.

 

Background Screening Statement

Employment offers are contingent upon the successful completion of a background screening, which may include employment verification, education verification, criminal history check, and other job-related inquiries, as permitted by law. All screenings are conducted in accordance with applicable federal, state, and local laws, and information collected will be kept confidential. If any adverse decision is made based on the results, applicants will be notified and given an opportunity to respond.