Client Services Representative I

Client Service Representative I

United Heritage Insurance exists to help people achieve financial security and peace of mind through quality insurance products. We accomplish this by being a caring and trusted partner who delivers outstanding customer service.

This position is the liaison between United Heritage and its current and potential customers/agents. The Client Service Representative will be able to accept ownership for effectively solving customer/agent issues, complaints, and inquiries; keeping customer satisfaction at the core of every decision and behavior. This position is an entry-level Client Service position responsible for providing administrative support on existing individual life and universal life insurance policies. A more senior staff member will monitor the functions performed in this role.

In a nutshell, if you like the idea of answering 30+ calls per day (more like an account manager than a call center attendant), and handling transactions requiring detailed steps and the opportunity to collaborate with multiple departments, this may be the role for you!

Primary Responsibilities

• Manage large amounts of inbound and outbound calls in a timely manner
• Identify customers’ needs, clarify information, research issues, and provide solutions and/or alternatives
• Keep detailed summaries of all communication with customers/agents
• Processing incoming mail, returned mail, faxes, and emails within the organization's standard for turnaround time.
• Process and update policy changes/modifications received by telephone, mail, or electronically from customers/agents.
• Write professional business correspondence to customers/agents
• Develop knowledge of current and past products, features, and benefits
• Meet personal/team qualitative and quantitative targets
• Other duties as assigned

Knowledge and Skill Requirements

• High School Diploma or equivalent (GED). Will require some job-related coursework
• Experience with customer service work: dealing with communication ranging from
  calm and understanding to escalated, angry, or frustrated callers
• Digital proficiency with the ability to learn company-specific software
• Excellent verbal and written communication skills
• Time management skills, including the ability to prioritize responsibilities
• Quick learner
• Ability to manage fast-paced telephone calls and communication
• Good-natured and not easily upset; have a cooperative attitude and are pleasant with others on the job
• Expressive of United Heritage Core Beliefs: “We Care, Relationships Matter, Do the Right Thing, Own It, Believe it’s Possible”

Preferred Candidate Knowledge and Skills

• Clerical/office environment experience preferred
• Experience working with life insurance and annuities preferred
• Ability to speak Spanish preferred

Working Conditions

Work is performed in an office environment. May sit for long periods of time. Visual acuity to perform reading and computer functions.

Workplace Culture and Benefits

United Heritage Financial Group is an established and growing company. We offer a flexible work environment and pride ourselves on a culture of innovation and inclusion. Our company offers professional development, mentorship, and opportunities to give back to the communities we serve. Our competitive compensation and benefit package includes a 401(k) plan with company match and immediate vesting, profit sharing, company-paid disability, paid parental leave, a paid volunteer day, 11.5 paid holidays plus an additional floating holiday, and a generous PTO/vacation plan based on length of service with the company. Our standard full-time work week is 37.25 hours/week – we close at 3:00 on Fridays to kick off the weekend! United Heritage firmly believes in supporting employees and our community; we actively support local charitable agencies and make sustainability and social responsibility a priority.

This position is eligible for healthcare, dental, and vision benefits on day one and a new hire mentor program to support a successful onboarding experience!

All employees will be subject to a criminal and credit background check as a requirement of employment.

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