Customer Service Representative

About the role

We are seeking a Customer Service Representative to support our Final Expense and Life Claims Operations team. In this role, you will serve as a trusted resource for policyholders, beneficiaries, funeral homes, funding companies, and agents by providing information regarding claim status, policy benefits, premium payments, policy loans, cancellation requests, required documentation, and payment processing.

Representatives are responsible for delivering accurate, compliant, and compassionate service while assisting customers through sensitive and often emotional situations. This position requires strong communication, problem-solving, and customer service skills to effectively resolve inquiries and support a variety of policy servicing and claims-related functions. Successful candidates will be comfortable working in a fast-paced, telephone and computer-based environment, managing multiple priorities while maintaining attention to detail and professionalism.

The role follows a hybrid work schedule, requiring employees to work both onsite and remotely in accordance with company guidelines and business needs.

Individuals who thrive in a collaborative team environment, demonstrate empathy and accountability, and are committed to delivering exceptional customer experiences are encouraged to apply.

Responsibilities

• Respond to customer inquiries regarding Final Expense and Life Insurance policies and claims.
• Provide claim status updates, explain policy benefits, and identify required documentation.
• Assist callers with premium payment inquiries, including billing questions, payment options, payment status, and account maintenance.
• Educate policyholders on policy cancellation provisions, reinstatement options, refund eligibility, and applicable policy terms.
• Support policyholders with policy loan inquiries and processing, including loan eligibility, loan requests, repayment options, loan balances, and the impact of loans on policy values and benefits.
• Assist beneficiaries, funeral homes, funding companies, agents, and policyholders with claim-related inquiries, documentation requirements, claim status updates, and payment processing information.
• Accurately document customer interactions and policy information across multiple systems.
• Resolve customer concerns through active listening, problem-solving, and conflict resolution techniques.
• Collaborate with internal departments to support timely claim processing and issue resolution.
• Adhere to company policies, privacy standards, regulatory requirements, and insurance industry guidelines.
• Maintain productivity, quality, and service standards in a hybrid work environment.
• Support multiple lines of business and claim types as needed.

Requirements

• Minimum 1 year of customer service, call center, life claims, insurance, financial services, or related customer-facing experience.
• Demonstrated ability to manage high-volume customer interactions while accurately documenting information across multiple systems.
• Proficiency using Microsoft Office and customer service systems, including the ability to navigate multiple applications simultaneously.
• Strong verbal and written communication skills with the ability to explain policy information, procedures, and documentation requirements clearly and professionally.
• Ability to manage high-volume customer call interactions while maintaining accuracy and professionalism.
• Ability to work a hybrid work schedule of Tuesday through Thursday onsite in Franklin, TN and maintain established productivity, quality, compliance, and customer service performance standards.

Preferred Qualifications

• 2+ years of experience in life insurance, final expense insurance, claims administration, policy servicing, or related insurance operations.
• Experience supporting policyholders, beneficiaries, funeral homes, agents, and funding companies with claims inquiries and payment processing.
• Working knowledge of life insurance products, including policy benefits, premium payments, billing, policy loans, cancellations, reinstatements, and claims procedures.
• Demonstrated experience handling sensitive customer situations using empathy, de-escalation, and conflict resolution techniques.
• Experience working in a regulated environment requiring compliance with privacy, insurance, or financial services regulations.
• Proven ability to collaborate effectively with cross-functional teams to resolve customer issues and support service delivery goals.

Education

High school diploma or equivalent required.

Pay

The typical pay range for this role is $17.00 – $28.46 per hour. The actual base salary offer will depend on experience, education, geography, and other relevant factors.

Benefits

This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.