CUSTOMER SERVICE (POLICY OWNER SERVICES) - CALL CENTER

About Insurance Administrative Solutions

Insurance Administrative Solutions (IAS) is a third-party provider of comprehensive administrative solutions for our clients in the insurance industry.

We offer a business process outsourcing solution that helps insurers optimize administrative workload, bolster their industry expertise, leverage emerging technologies, and streamline operations.

With strong industry knowledge, we deliver value to our customers by providing compassionate customer service, efficient processing, and quality results.

Here at IAS, we embrace the fact that great things are only accomplished by working as a team. We believe that all of our employees have valuable input no matter the level.

Our highly collaborative team environment offers each of our employees a place where they can excel.

Job Summary

Provide prompt, courteous customer service, which meets or exceeds service standards. Utilize applicable policy forms, insurance law and internal procedures to answer inquiries and process requests from customers.

Thoroughly document telephone calls, changes and written correspondence.

Primary Responsibilities :

• Answer incoming Medicare Supplement calls in accordance with quality standards (call volumes vary from 10-100 daily) to provide information to agents / applicants / insured about the status of an application / policy or any other question they may have.
• Place outgoing calls to provide or obtain information.
• Document all calls while in progress. On-line call documentation program should be used.
• Transfer or refer misdirected calls to the appropriate individual, department or offices outside the company, using approved transfer and referral techniques.
• Understand and utilize all resources available to accomplish assigned tasks.
• Process customer requests using internal and client-mandated procedures.
• Produce correspondence to customers using approved letters. Fully document policy file or image system with all related material so as to leave a clear and concise audit trail.
• Efficiently process the Fast Five (Bank Changes, Cancel NR, Death NR, Address Changes and ID Cards)
• Communicate openly with Supervisor and other team members to ensure accurate responses and to avoid duplication of efforts.
• Arrive to work and return from breaks & lunch as scheduled. Because of the nature of the job function (customer service), punctuality and dependability are imperative.
• Must be willing and able to work overtime as needed.

Primary Skills & Requirements :

• Ability to perform all essential duties satisfactorily.
• Communication skills : Ability to communicate well.
• Instruction following : Ability to follow written instructions.
• Documentation skills : Ability to document calls with accuracy and clarity of content.
• Adaptability : Ability to abruptly change tasks.
• Problem-solving and attention to detail skills are necessary.
• Reliability is extremely important.
• Typing speed : A rate of 40 WPM is preferred.
• Integrity : Honesty and respect for the company and its policies & procedures is required.
• Customer Service experience in an office setting required.
• Insurance background preferred.
• PC, Windows, Word experience preferred.
• Excel experience a plus.

Schedule :

• Monday to Friday
• 37 hour work week

About Integrity

Integrity is one of the nation's leading independent distributors of life, health and wealth insurance products. With a strong insurtech focus, we embrace a broad and innovative approach to serving agents and clients alike.

Integrity is driven by a singular purpose : to help people protect their life, health and wealth so they can prepare for the good days ahead.

Integrity offers you the opportunity to start a career in a family-like environment that is rewarding and cutting edge. Why?

Because we put our people first! At Integrity, you can start a new career path at company you'll love, and we'll love you back.

We're proud of the work we do and the culture we've built, where we celebrate your hard work and support you daily. Joining us means being part of a hyper-growth company with tons of professional opportunities for you to accelerate your career.

Integrity offers our people a competitive compensation package, including benefits that make work more fun and give you and your family peace of mind.

Headquartered in Dallas, Texas, Integrity is committed to meeting Americans wherever they are - in person, over the phone or online.

Integrity's employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide.

For more information, visit Integrity.com.

Integrity, LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law.

In addition, Integrity, LLC will provide reasonable accommodations for qualified individuals with disabilities.