Join a passionate and purpose-driven team of colleagues who contribute to Trustmark’s mission of helping people increase wellbeing through better health and greater financial security. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves.  

We are currently looking for a Policy Customer Service Representative who will respond to policyowner and agent inquiries, have the ability to troubleshoot and resolve issues and can meet client expectations within deadlines. The ideal candidates must possess a strong work ethic, have the analytical skills necessary to seek solutions and resolve problems and have the ability to communicate effectively with internal and external customers both verbally and in writing. In this role, you will be working in a team environment supporting others within the Customer Promise Department, whose core hours are Monday-Friday from 9:45 am - 6:00 pm. You will be participating in a training program that will give you the skills necessary to be successful in supporting our department. 

PLEASE NOTE WE ARE CURRENTLY WORKING REMOTELY UNTIL OUR PROJECTED RETURN TO WORK IN JANUARY, 2022, AT WHICH TIME OUR EMPLOYEES WILL BE WORKING IN A HYBRID CAPACITY OF 3 DAYS IN THE OFFICE AND 2 DAYS REMOTELY. 

OBJECTIVE:

The Customer Promise department is responsible for servicing our customers on contractual policy change and disbursement (loans, surrenders, partial surrenders, refunds) requests, processes policy values (e.g., calculating amount of cash values, premium refund or due, loan balance or loan interest refund), death benefit requests, and policy changes. Position requires strong knowledge of company products, the ability to interpret policy provisions, and knowledge of administrative practices relating to company procedures. Knowledge of all lines of business/plans and provides customer service/process assistance.

RESPONSIBILITIES INCLUDE:

CUSTOMER SERVICE:

• Processing customer requests and inquires for policy contract changes and disbursements.
• Responsible for mastering the internal business rules, processes and processing systems that support Voluntary Benefit Solutions products, to provide immediate and professional service requests and changes to customers.
• Demonstrate tact and sound judgment in all interactions with both internal and external customers.
• Willingness to research both internal and external customer inquiries and to follow up to ensure resolution and satisfaction.
• Strong adherence to policy contract provisions, insurance regulations and processing requirements is critical in protecting the company and making accurate decisions for our customers.
• Consistently meets established productivity, schedule adherence, and quality standards.
• Ensures quality customer service for internal and external customers:
• Responds to incoming customer service requests, both verbal and written.
• Identifies and assesses customers' needs quickly and accurately.
• A close partnership with the Customer Care team is critical.
• Supports administration of workload activities and minimal call support.

PRODUCT AND INSURANCE KNOWLEDGE:

Develop deep and technical knowledge of VBS products and features, regulatory requirements, and departmental standards and goals. Be able to interpret policy provisions based upon customer’s requests. Address requests including policy changes, conversions, reinstatements, exchanges and disbursements (surrenders, partial surrenders, loans, refunds).

 REQUIREMENTS:

• A minimum of 1-2 years' of prior work experience in a call center or experience handling customer calls is required.
• Must be comfortable providing secondary customer service telephone support when needed.
• BA or BS degree or equivalent work experience strongly preferred.
• Must be able to work 9:45 - 6:00 pm on M-F.
• Insurance product or benefit knowledge preferred.
• Excellent multi-tasking skills – listening, inputting data, problem solving, navigating multiple systems while delivering excellent customer service
• Strong customer service skills including the capability to establish rapport with customer while maintaining a commitment to customer satisfaction.
• Strong problem solving and analytical skills.
• Working knowledge of Microsoft Office.
• Ability to be adaptable to modifications of core work hours if required to meet the business needs.
• Self-motivated and high learning agility.
• Bilingual in Spanish a plus.

At Trustmark, you’ll enjoy a 37 1/2-hour workweek all year round! We offer a progressive and extremely competitive benefits package including a generous 401(k) match, onsite fitness center,  tuition reimbursement, "dress for the day" attire and many health and wellness initiatives. 

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

Required Skills Required Experience

EDUCATION/EXPERIENCE/SKILLS

High school diploma or GED preferred.

OSI Industries is an Equal Employment Opportunity employer that believes everyone has the right to be treated with dignity and respect. OSI does not discriminate on the basis of national origin, gender, race, color, religion, pregnancy, gender identity, sexual orientation, protected veteran status, disability, or any other characteristic protected by applicable law. All applicants will receive consideration for employment based on merit, qualifications and business needs. OSI participates in the E-Verify program.