Customer Experience Representative

About the role

The Customer Experience Department at SILAC Insurance Company supports policyholders, agents, and internal partners by delivering efficient, accurate, and compassionate service. The department values collaboration, consistency, and a commitment to delivering excellent service. By focusing on clear communication and problem-solving, they support SILAC's mission to be a trustworthy and responsive partner.

Job Overview

The Level 1 Customer Experience Representative is responsible for supporting incoming service needs with the majority of the work through incoming phone calls. This role serves as the first point of contact for customers and agents with issued policies or pre-sale questions, assisting with questions related to policy status, basic transactions, and general information. Representatives must demonstrate strong listening skills, accurate documentation, and a customer-first mindset. This role also acts as a gateway for professional development within the department.

Job Details

• Starting Pay Rate: $21.75

• Full Time or Part Time: Full-Time

• Standard Hours Per Week: Monday - Friday, 40 hours/week

• Work Schedule: Shift starts between 6:30 AM and 8:30 AM MT

• Schedule Type: In-Office with potential to go Hybrid in the future.

What you'll do

• Customer Support (Phone & Written): Respond to incoming calls and messages from policyholders, agents, and internal teams. Provide accurate, policy-level information in a professional and timely manner. Provide information and resources via email to agents and policy owners.

• Processing: Review and complete basic service requests such as address changes, annual reallocation of funds, and beneficiary updates. Ensure all requests meet internal and regulatory guidelines prior to processing.

• Documentation & System Navigation: Accurately record customer interactions and transaction details in appropriate systems. Navigate multiple internal platforms to locate policy data and job aids.

• Collaboration & Communication: Partner with teammates and cross-functional departments to resolve issues. Communicate updates, escalations, and service impacts to appropriate channels.

• Learning & Development: Participate in regular training and coaching sessions. Stay informed of product changes, procedural updates, and customer experience initiatives.

Who you are

• Required:

  • High school diploma or equivalent

  • 1+ year of experience in a customer service, administrative, or call center environment

  • Strong verbal and written communication skills

  • Comfortable using multiple systems and following defined procedures

  • Willingness to learn annuity products and financial service regulations

• Desired Experience:

  • In the annuity or life insurance industry

  • Experience in a Customer Service

  • Experience in a call or service center environment

  • Familiarity with financial service terminology and processes

BENEFITS

• Medical Plans, including FSA and HSA

• Dental and Vision

• 401(k) (Roth and Traditional)

• Pet Insurance

• Parental Leave

• Paid Time and Sick Time off

• 10 Paid Holidays and 1 Birthday Pay

• Communication during the recruitment process regarding interview requests or job offers will come directly from a recruiting team member with a silacins.com email address.

Benefits

• Equal Opportunity Employer

• Commitment to Diversity and Inclusion