Policyowner Service Representative
Tracking Code
20150696
Job Description
Trustmark Companies, located 30 miles north of Chicago in Lake Forest, Illinois, has nearly 6,000 full and part-time staff members at its home office and its regional and branch offices throughout the US. Since 1913, Trustmark has offered valuable employee benefits and remained true to a belief in staying close to the people it serves and in building long-lasting customer relationships. We offer a broad range of life, medical, dental, managed care, disability, critical illness and benefit administration products and services to employers representing more than 2 million total policyholders
Voluntary Benefit Solutions (VBS), a division of Trustmark Companies, is extremely well positioned to provide quality voluntary benefits including Life, Disability, Accident and Critical Illness for employers with 100 or more employees. The voluntary benefits market is growing and evolving.
We are currently looking for a Policy Support 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:*
* Must be able to work the required hours of M-F: 9:45 am - 6:00 pm.
* A minimum of 1 year of work experience in a call center or corporate customer service environment required.
* BA or BS degree a plus.
* 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.
At Trustmark, you’ll enjoy a 37 1/2-hour workweek all year round! We offer a progressive and extremely competitive benefits package including a very generous 401(k) match, onsite fitness center, free shuttle service to and from the Metra stations, tuition reimbursement, subsidized cafeteria plus much more.
Job Location
Lake Forest, Illinois, United States
Position Type
Full-Time/Regular
Business Unit for Reporting
Trustmark