Client Service Representative

About the position

The Client Service Representative at Davies North America plays a crucial role in efficiently processing client requests and administrative tasks related to in-force business. This position involves handling policyholder premium payments, managing refunds, and maintaining accurate records while ensuring excellent customer service. The role requires effective communication with policyholders and internal teams to address inquiries and process policy changes accurately.

Responsibilities

• Answer incoming calls
• Gather, research, and analyze client/policy information
• Communicate effectively with policyholders and internal and external resource personnel
• Provide clear and accurate responses to client needs and inquiries in a timely manner via written correspondence and phone calls
• Review and reconcile reports as necessary to ensure the timely processing of business
• Process quotes for in-force policies; process policy changes, which may require underwriting intervention for any increase in risk, age 65 renewals
• Process policy changes such as terminations, military suspensions, assignment of policy benefits; major medical billing
• Duplicate policies for pilot/major medical and any report review and reconciliation needed for in-force change business
• Process commission assignments, commission adjustments, producer address changes, producer terminations, commission check and statement mailing, commission report reconciliation, reissued checks, and commission research
• Support company values of We are Dynamic, We are Innovative, We are Connected, and We Succeed Together
• Perform other duties as assigned

Requirements

• High school diploma
• Minimum one-year customer service or other relevant work experience
• Excellent cognitive ability, analytical skills, organization, and recall
• Solid written and verbal communication and interpersonal skills
• Basic client service skills
• Solid knowledge of Microsoft Word and Excel
• Detail-oriented
• Ability to work in a fast-paced environment
• Ability to work individually and as a team player
• Ability to adapt to changes in the work environment

Nice-to-haves

• Disability insurance industry experience preferred

Benefits

• Medical, dental, and vision plans
• 401k plan with employer matching
• Discretionary Time Off for exempt employees
• Paid Time Off (PTO) package for non-exempt employees
• Paid holidays
• Life insurance
• Short-term and long-term disability plans