Final Expense CSR (Customer Service Representative)

Job Title: Final Expense CSR (Customer Service Representative)

Location: Bahria Town, Rawalpindi
Job Type: Full-time | Customer Support / Insurance Services
Department: Final Expense Support Team

Job Summary

We are seeking a proactive and customer-focused Final Expense CSR to assist clients with their life insurance inquiries, policy updates, and general support related to final expense products. The ideal candidate will have excellent communication skills, a problem-solving mindset, and preferably some experience in the insurance industry.

As a Final Expense CSR, you will play a critical role in ensuring a smooth post-sale experience for our clients — handling calls, verifying policy information, assisting with payments or beneficiary changes, and supporting the closing and onboarding teams as needed.

Key Responsibilities

• Handle inbound and outbound calls from clients regarding final expense life insurance policies
• Provide accurate and clear information about policy status, coverage, billing, and claims process
• Assist clients with policy updates such as address changes, beneficiary updates, or payment inquiries
• Follow up on pending documentation or verification requests
• Collaborate with closers, sales agents, and underwriting teams to ensure a smooth handover post-sale
• Ensure compliance with privacy laws, internal policies, and insurance regulations (HIPAA, TCPA, etc.)
• Maintain accurate client records and notes using CRM systems
• Resolve client concerns professionally and escalate complex cases to supervisors when necessary
• Support retention efforts by promoting policy understanding and value to clients
• Meet service-level KPIs such as average handle time, first-call resolution, and customer satisfaction

Qualifications

• 1+ years of experience in customer service, preferably in insurance or a call center environment
• Strong communication skills in English (spoken and written)
• Ability to explain insurance-related topics clearly to clients, many of whom are seniors
• Familiarity with life insurance products (especially final expense) is a plus
• Basic computer proficiency and experience with CRM or call management systems
• Ability to handle high call volumes while maintaining quality service
• Strong attention to detail and organizational skills
• Empathetic and solution-oriented approach to customer service

Preferred Qualifications

• Previous experience in U.S.-based insurance or financial campaigns
• Knowledge of U.S. life insurance carriers and terminology

Compensation & Benefits

• Competitive salary
• Performance incentives
• Ongoing training and professional development
• Career growth opportunities within the insurance support or sales team

Job Type: Full-time

Experience:

• Final Expense: 1 year (Required)

Work Location: In person