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Customer Service Specialist

Lancesoft

Springfield, MA

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JOB DETAILS
SALARY
$24
LOCATION
Springfield, MA
POSTED
19 days ago
The New Business Service Specialist plays a critical role in supporting a new distribution opportunity by delivering timely, accurate, and high-quality service experiences to our advisors. This role is designed for a service professional who thrives in a fast-paced, customer-centric environment and is passionate about providing exceptional support across multiple communication channels.
 
The Service Representative will provide approximately 60% telephone-based support and 40% written support (email and other system-based correspondence).
As a frontline partner to our distribution teams, this role focuses on resolving inquiries, supporting new business processing, and creating a seamless, positive experience for field customers and internal partners alike.
 
As a New Business Service Specialist, you will serve as the primary point of contact for inbound service requests related to the Life New Business & Underwriting organization. You will help simplify processes, resolve issues efficiently, and ensure requests are handled with care, accuracy, and urgency. Your work directly supports new business flow, strengthens partner confidence, and contributes to the successful expansion of new distribution opportunities.
 
Daily responsibilities include:
  • Provide high-quality inbound telephone support, responding to service inquiries with professionalism, speed, and clarity.
  • Deliver accurate and timely written responses via email and other written channels, ensuring clear documentation and follow-up.
  • Support new business processing by answering questions, researching case status, and assisting with issue resolution.
  • Serve as a liaison between distribution partners and internal teams to resolve service needs efficiently.
  • Manage multiple service requests concurrently while meeting service level expectations.
  • Document interactions, actions, and outcomes thoroughly and accurately in appropriate systems.
  • Identify recurring issues or trends and escalate opportunities for process improvement.
  • Partner closely with teammates and leaders to ensure consistent service experiences.
  • Adapt quickly to new products, processes, and distribution requirements.
  • Demonstrate ownership by following requests through to resolution.
 
The Minimum Qualifications:
  • High School Diploma or equivalent
  • 3+ year of customer service experience, preferably in a call center or service center environment
  • Comfort handling frequent inbound phone interactions
  • Exceptional written and verbal communication skills
 The Ideal Qualifications:
  • Associate or bachelor’s degree
  • Bi-lingual (Spanish)
  • Willingness to work west coast hours (until 8 pm ET)
  • Experience in Financial Services or Insurance
  • Familiarity with new business, underwriting, or case servicing processes
  • Proven ability to deliver exceptional customer service in a high-volume environment
  • Strong problem-solving skills and sound judgment
  • Ability to manage competing priorities while maintaining attention to detail
  • Proficiency in navigating multiple systems and tools simultaneously
  • Collaborative team player with a positive, customer-first mindset
  • Thrives in fast-paced, evolving environments
  • Committed to service excellence and continuous improvement
Education:     
  • Associate or bachelor’s degree

About the Company

L

Lancesoft

We are a $125 Million, NMSDC-certified Minority & Woman owned Workforce Solutions Company headquartered in the DC metro area with presence across US with global presence - Canada, Mexico, India, UK, Malaysia, Indonasia, Hongkong, Singapore, UAE. We are specialized in providing Workforce Solutions, SOW project delivery, Engineering Solutions, Creative Services. We currently support 100+ Fortune companies globally and across multiple industry segments. We are currently supporting several massive programs across industry segment nationally/globally (Intel, Ally, AMD, QUALCOMM, Morgan Stanley, Kraft/ Mondelez, MNP, Amdocs, Dell, SanDisk, Medtronic, Becton Dickinson, GE, Lockheed Martin, UTC, L-3 Communications, Caterpillar, BMW, Mercedes Benz, National Grid, Dominion, Energy Future Holdings, PSEG, 3M, Fidelity, Aetna, Humana, Johnson & Johnson, Pfizer, Merck etc). 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.

COMPANY SIZE
2,000 to 2,499 employees
INDUSTRY
Staffing/Employment Agencies
FOUNDED
2000
WEBSITE
http://www.lancesoft.com/

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