Billing, Claims Processing, Corporate Policies, Customer Relations, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support/Service, Documentation, HIPAA (Health Insurance Portability and Accountability Act), Insurance Claims, Insurance Regulations, Life Insurance, Maintain Compliance, Online Chat, Policy Development, Privacy Regulations, Quality Assurance, Quality Metrics, Resolve Customer Issues, Service Level Agreement (SLA), State Laws and Regulations, Time Management, Underwriting
⢠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.