Policy Service Representative I

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At Pekin Insurance, you’re not a number—you’re part of something bigger. For over 100 years, we’ve built a community where people are valued, supported, and empowered to grow. Here, you’ll find a workplace where collaboration is real, ideas are welcome, and the work you do truly matters. We’re proud to help people through life’s toughest moments—and it’s our people who make that possible.

From day one, you’ll be encouraged to bring your whole self to work, take on meaningful challenges, and grow in ways that matter to you.

This is your opportunity to belong, thrive, and make a difference—right here at Pekin Insurance.

See what Pekin Insurance has to offer by viewing a short video here.

Position Overview

The Policy Service Representative I maintains a working knowledge of all life insurance products, including Medicare Supplement and Annuities, in order to answer questions and process changes for insureds and agents. This position provides excellent customer service and ensures a long-lasting relationship by delivering quick and high-quality work to insureds and agents. After successful completion of onsite training, a hybrid schedule is available as an option.

Essential Job Functions

• Receives calls from customers and provides accurate and timely information to meet caller needs
• Processes various policy changes, exchanges, and conversions received from policyholders and agents including related premium
• Ensures timely payment of commissions to agents by using cash value accounting
• Prepares proposals of new and existing business and effectively communicates how policy changes will affect future policy objectives to policyholders and agents
• Processes surrenders and loans and maintains knowledge to assist customers regarding the taxable income information for these transactions
• Processes billing, mode, and bank account changes
• Pays and reverses premiums, investigating any amounts received that do not match the amount billed
• Calculates, processes and requests checks for premium refunds, policy loans, and surrenders
• Processes client changes such as beneficiary, payor, and address changes
• Drafts correspondence to respond to written and verbal requests from policyowners and agents
• Provides eligibility quotes for life insurance and annuity benefits to claim department
• Maintains timely responses to customers and agents for all requests
• Maintains strict privacy and security of sensitive and confidential protected health information (PHI)
• Performs other duties as assigned

Education & Experience

Required

• High School diploma or equivalent
• Typically requires 0-2 years of experience in related field

Preferred or Specialized

• Prior experience in customer service

Certifications & Licenses

• N/A

Knowledge, Skills & Abilities

Basic ability to:

• Type with speed and accuracy
• Exercise proper telephone protocol
• Communicate effectively in both oral and written form
• Process and handle confidential information with discretion
• Work as a team member and follow directions
• Analyze, organize, and prioritize work while meeting multiple deadlines

Basic knowledge of:

• Microsoft Office software
• Office procedures and of spelling, grammar, punctuation, and arithmetic

Basic skill in:

• Customer service
• Completing assignments accurately and with attention to detail

Applicants must be authorized to work in the U.S. without sponsorship now or in the future.

Pay Range:

• $18.00 - $21.00 per hour
  • This range is based on the expected level of experience and skills for this position. Final compensation will depend on individual

Benefits:

• Health, Dental and Vision Insurance
• Generous 401(k) with company match
• Paid Time Off (PTO) with Paid Holidays
• Flexible/Hybrid Work Schedule
• Paid Volunteer Program

For more information about the benefits we offer, please visit our Careers Page.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.