Client Service Specialist

Overview

Southern Farm Bureau Life Insurance is a leading provider of life insurance and financial services. They are dedicated to serving their policyholders and communities with integrity and excellence. As a Client Service Specialist, you will contribute to the success of the Policy Administration team.

Role and Responsibilities

• Answer inquiries regarding policies, procedures, and forms concerning conversions, reissues, increases, decreases, premium classification changes, death benefit option changes, reinstatements, changes within the free look period, UL reissues, LTC changes, and other policy information (values, history, dates, contract language).
• Record voice calls and thoroughly document all correspondence and actions taken.
• Enforce all company and state rules and regulations pertaining to the processing and finalization of all requests (replacement, NAIC, taxes).
• Determine appropriate forms, requirements, and computer transactions to issue conversions and accomplish change requests on policies; send forms and instructions to authorized persons; verify forms are completed correctly; endorse forms when appropriate, create letters, send e-delivery contracts to agents.
• Correspond with agents, policy owners, underwriters, banks, and interdepartmental personnel to obtain information needed to complete processing of applications.
• Quote policy values, process loans, dividends, partial withdrawals, and other changes when processing policy changes or conversions.
• Research files for problem cases, history of policy transactions, and correct files issued in error.
• Determine appropriate underwriting needed for transactions and refer to underwriting for evaluation (includes increases in coverage or additions of benefit/rider, changes to coverage, Premium Class Changes, rate reductions, reinstatements, and conversions with changes).
• Determine and process necessary accounting transactions (refund, add, reverse, and transfer money, etc.).
• Perform data checking for contracts and illustrations. Check contract for appropriate documents for mailing.

Qualifications

• Bachelor’s degree or Associate’s degree and two years’ Customer Service related experience or five years’ customer service experience (i.e. call center, banking, insurance, etc.).
• Basic knowledge of the servicing of SFB products and rules preferred.
• Basic knowledge of tax and replacement laws as they pertain to SFB products/states preferred.
• Basic knowledge of Policy Administration systems and sub-systems, basic knowledge of other departments’ responsibilities, functions, and procedures preferred.
• Good communication skills, both oral and written.
• Good organizational skills.
• Basic knowledge of Microsoft Windows.
• Basic typing skills (25 wpm).

Employee Benefits

• Health Insurance: Comprehensive coverage for employees and their families. Access to an onsite clinic, preventive care, and prescription drugs. Mental health coverage and an Employee Assistance Program. Active Lifestyle Rewards Program: Incentives for maintaining an active lifestyle. Rewards for participating in fitness challenges and wellness activities. Weight Management Programs: Customized weight management plans. Support for achieving and maintaining a healthy weight.
• Employee Engagement: Opportunities to connect with colleagues. Fun teambuilding activities. Annual events for employees and their families. Company Picnic, Thanksgiving lunch, Christmas Reception. Family Fun Night.
• Onsite Cafe: Convenient access to nutritious meals. Promoting healthy eating habits.
• Learning & Development: Continuous learning opportunities. Tuition reimbursement for further education. Mentorship Programs: Pairing employees with mentors. Professional growth and guidance.
• Promotional Opportunities: Advancement within the company. Career growth prospects.
• Life Insurance and Company-Funded Pension: Financial security for employees and beneficiaries. Retirement planning.
• Volunteer Days: Paid time off for volunteering. Contributing to the community.