Client Services Representative 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 our policyholders and financial professionals. In this role, you'll serve as a trusted resource, responding to inquiries, resolving service requests, and providing knowledgeable support across our life insurance and annuity products. You'll partner closely with teammates and cross-functional business partners to deliver timely, accurate solutions, strengthen client relationships, and help ensure every interaction reflects our commitment to service excellence.

What You’ll Do

• Serve as a trusted resource for policyholders and financial professionals by providing responsive, accurate, and professional support via email.
• Build confidence and trust by resolving inquiries with empathy, efficiency, and a commitment to delivering an exceptional service experience.
• Review and process a variety of life insurance and annuity transactions, including beneficiary updates, financial requests, and policy changes.
• Calculate cash values, premium refunds, loan balances, and other policy values while ensuring accuracy and attention to detail.
• Follow established compliance procedures, including anti-money laundering (AML) requirements, IRS reporting guidelines, and fraud prevention protocols.
• Complete identity verification activities and apply sound judgment to safeguard customer information and financial transactions.
• Investigate and resolve outstanding service issues, collaborating with internal teams to ensure timely, accurate resolutions.
• Take ownership of customer concerns and proactively identify solutions that improve the overall client experience.
• Partner with teammates and cross-functional business partners to deliver seamless service and meet departmental goals.
• Provide support for Client Services Representative III responsibilities as needed and contribute to a collaborative, high-performing team environment.

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 associate's degree with 1-2 years of related experience.
• Prior insurance industry experience preferred.

Core Competencies

• Client Focus: Delivers responsive, professional, and empathetic service that builds trust and creates positive experiences for policyholders and financial professionals.
• Execution Excellence: Balances speed, accuracy, and attention to detail while managing multiple priorities and delivering high-quality work.
• Communication: Communicates clearly, timely, and professionally across phone, email, and written correspondence to resolve inquiries and provide effective solutions.
• Problem Solving: Investigates issues, analyzes information, and exercises sound judgment to resolve complex inquiries and achieve positive outcomes.
• Compliance & Accountability: Applies company policies, regulatory requirements, and established procedures to ensure accurate, compliant, and secure transaction processing.
• Collaboration: Works effectively with teammates and cross-functional partners to resolve issues, share knowledge, and deliver seamless service.
• Continuous Learning: Expands product knowledge, regulatory understanding, and technical expertise while embracing coaching and ongoing development.
• Adaptability: Thrives in a fast-paced environment by adjusting to changing priorities, learning new processes, and maintaining a high level of service.

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.

Benefits

• Equal Employment Opportunity and Diversity
• Commitment to Equal Opportunity
• Attracting and Retaining Talent
• At Prosperity, we are committed to equal employment opportunity and encourage people from all backgrounds to apply. We make 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.
• Accessible Hiring Process
• If you need an adjustment or accommodation due to a disability or medical condition during the hiring process, please let your recruiter know.