Client Service Representative III

About the role

We're looking for a Client Services Representative III who will handle a high volume of inbound calls from policyholders and producers. Key responsibilities include:

• Responding to calls with professionalism and empathy
• Providing detailed support on company products and resolving complex service requests
• Ensuring all customer interactions and internal documentation meet regulatory and compliance standards
• De-escalating dissatisfied customers and maintaining a positive service experience
• Fulfilling complex service requests related to life and annuity policies
• Calculating cash values, premium refunds, loan balances, and related policy values
• Learning, applying, and explaining tax regulations related to policy distributions and changes
• Maintaining complete, accurate, and timely internal documentation
• Supporting less experienced representatives through day-to-day guidance and knowledge sharing

What You’ll Do

Customer Service & Inbound Support:

• Respond to a high volume of inbound calls from policyholders and producers with professionalism and empathy
• Provide clear, accurate information regarding company products, policies, and service requests
• Identify customer needs, research issues, and deliver appropriate solutions
• De-escalate dissatisfied customer situations and ensure a positive service experience

Product & Policy Support:

• Calculate cash values, premium refunds or changes, loan balances, and related policy values
• Learn, apply, and explain tax regulations as they relate to policy distributions and changes

Documentation, Compliance & Accuracy:

• Maintain complete, accurate, and timely internal documentation in accordance with company, regulatory, and compliance standards
• Ensure all customer interactions and transactions are properly recorded and auditable

Peer Support & Knowledge Sharing:

• Provide informal day-to-day support and guidance to less experienced Client Services Representatives, as needed

What You Bring

• A high school diploma or GED
• 1-2 years of call center or customer service experience
• Prior insurance industry experience preferred but not required
• Strong verbal and written communication skills with professional telephone etiquette
• Bilingual (Spanish/English) strongly preferred
• Ability to perform complex manual mathematical calculations
• Ability to learn, comprehend, and apply tax regulations related to life and annuity policies
• Strong organizational skills and attention to detail
• Basic computer skills and keyboarding proficiency
• Ability to work effectively in a fast-paced, high-volume environment
• Regular and predictable attendance, with flexibility for overtime during peak periods

Core Competencies

• Customer Service Excellence: Ability to deliver professional, empathetic service in high-volume call settings
• Communication: Clear, effective verbal and written communication with policyholders and producers
• Problem Solving: Ability to identify issues, research solutions, and resolve complex service requests
• Mathematical Accuracy: Strong capability to perform detailed calculations related to policy values and transactions
• Regulatory & Compliance Awareness: Ability to follow procedures and documentation standards with precision
• Attention to Detail: Consistently accurate work and thorough documentation
• Adaptability: Comfort managing changing priorities and call volumes in a fast-paced environment
• Collaboration: Willingness to support team members through knowledge sharing and peer assistance

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 an hourly base rate of $24
• 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: must be local to our Austin, TX office and able to work onsite 3 days per week with 2 days working from home.