Client Service Rep II

About the role

We're looking for a Client Services Representative II who brings a passion for delivering exceptional service, strong problem-solving skills, and a commitment to creating positive experiences for policyholders and financial professionals around the world.

What You’ll Do

• Serve as a trusted resource for international policyholders and financial professionals by providing responsive, accurate, and professional support via phone, email, and written correspondence.
• Build confidence and trust by resolving inquiries with empathy, efficiency, and a commitment to delivering an exceptional client experience.
• Support International Policy Administration by processing a variety of life insurance and annuity service requests, including beneficiary and address changes, policy updates, reinstatements, conversions, withdrawal requests, and forms fulfillment.
• Ensure customer information and policy records remain accurate, complete, and up to date.
• Resolve Complex Service Needs by investigating and resolving customer inquiries, complaints, and outstanding issues with professionalism, sound judgment, and a focus on positive outcomes.
• Calculate cash values, premium refunds, loan balances, and other policy values, providing accurate information and guidance to clients and financial professionals.
• Apply company policies, regulatory requirements, and operational procedures to process transactions accurately and maintain the integrity of customer records.
• Develop and apply knowledge of tax regulations and life insurance and annuity products to support compliant servicing and informed customer guidance.
• Partner Across the Business by collaborating with teammates and cross-functional partners to ensure seamless service delivery and timely resolution of client requests.
• Provide support for Client Services Representative III responsibilities as needed, contributing to overall team success and service continuity.
• Grow Your Expertise by continuously strengthening your knowledge of life insurance and annuity products, international servicing processes, and industry regulations.
• Embrace coaching, adapt to evolving business needs, and contribute to a collaborative, high-performing team committed to service excellence.

What You’ll Bring

• A high school diploma or GED with 3 years of call center customer service or office administrative experience in a fast-paced organization, or an Associates degree with 1-2 years related experience.
• Prior insurance industry experience preferred.

Core Competencies

• Client Focus: Delivers responsive, professional, and culturally aware service that builds trust with international policyholders and financial professionals.
• Execution Excellence: Balances speed, accuracy, and attention to detail while managing multiple service requests and priorities.
• Communication: Communicates clearly, timely, and professionally across phone, email, and written correspondence, adapting to diverse client needs.
• Problem Solving: Investigates issues, analyzes information, and exercises sound judgment to resolve complex inquiries and deliver effective solutions.
• Compliance & Accountability: Applies company policies, regulatory requirements, and established procedures to ensure accurate, secure, and compliant transaction processing.
• Collaboration: Partners effectively with teammates and cross-functional business partners to deliver seamless service and positive client outcomes.
• Continuous Learning: Expands knowledge of life insurance and annuity products, tax regulations, and international servicing practices while embracing coaching and professional development.
• Adaptability: Thrives in a fast-paced, evolving environment by learning quickly, adjusting to changing priorities, and maintaining exceptional service standards.

What We Offer

• A collaborative, inclusive environment that values authenticity, accountability, and partnership.
• The opportunity to join the company at an exciting stage of growth, where colleagues are empowered to build what’s next.
• A variable compensation package with a base range of $40,000-$45,000.
• A competitive benefits package including comprehensive medical, dental, and vision coverage; an HSA and 401(k) company match; paid time off; and employer-paid life and disability insurance.
• A hybrid work arrangement.

At Prosperity, We Are Committed To

• Equal Employment Opportunity and Encourage People From All Backgrounds To Apply.
• Making Hiring Decisions Based On Merit And Do Not Discriminate On The Basis Of Race, Religion, Color, National Origin, Gender Identity, Sexual Orientation, Age, Disability, Or Any Other Protected Status.
• Strive For A Meaningful Interview Experience For All Candidates.