Customer Service Support for an Independent Firm in US (Home Based Full Time)

• Serve as the primary point of contact for customers via phone, email, and live chat. • Assist customers with inquiries regarding life insurance policies, coverage, premiums, policy status, and billing. • Process policy servicing requests, including beneficiary changes, contact information updates, policy reinstatement, ownership transfers, payment method updates, and coverage changes where applicable. • Guide policyholders and beneficiaries through the life insurance claims process. • Clearly explain policy provisions, exclusions, riders, and policy benefits. • Coordinate with underwriting, claims, new business, and billing teams to resolve customer inquiries. • Review customer documentation for completeness and accuracy. • Accurately document all customer interactions in the CRM and policy administration system. • Follow up on outstanding requests to ensure timely resolution. • Escalate complex issues to the appropriate department when necessary. • Maintain compliance with HIPAA (where applicable), state insurance regulations, privacy laws, and company policies. • Meet service level agreements (SLAs), quality assurance standards, and customer satisfaction targets.