Customer Service Representative I

About the Role

As a Customer Service Representative I at GPM Life Insurance, you’ll be the primary contact for policyholders and agents, providing excellent customer service across various departments including Customer Service, Claims, Policy Change, Premium Collection, New Business, and Underwriting. This entry-level position involves handling policyholder requests via phone, email, or mail, resolving inquiries, and building sustainable relationships with stakeholders.

Responsibilities

• Handle incoming and outgoing customer service inquiries, including phone calls and emails.
• Process policyholder requests such as name changes, address updates, policy illustrations, and beneficiary changes.
• Prepare and send correspondence, forms, and notifications to policyholders and agents.
• Document all interactions in the GPM Life imaging system (WebDocs).
• Act as a liaison between policyholders, agents, and other departments to ensure customer satisfaction.
• Assist with Spanish-speaking policyholders, either directly or with support from a Spanish-speaking colleague.
• Provide cost basis information and discuss policy surrender or transfer options with policyholders.
• Prepare files for legal review, including divorce decrees, property settlement agreements, and powers of attorney.
• Maintain adherence to all customer service processes and procedures.
• Perform other duties as assigned.

Requirements

• High School diploma or equivalent.
• Minimum 2 years of call center experience.
• Minimum 2 years of clerical/administrative experience.
• Working knowledge of MS Word and Excel.
• Accurate data entry skills.
• Customer service experience required; life insurance environment experience preferred.

Qualifications

• Ability to work both as a team member and independently.
• Attention to detail and willingness to learn about life insurance products (Life, Term, Universal Life, and Annuities).
• Effective communication and customer service skills.
• Time management and organizational skills.
• Great people skills and a professional demeanor.

Benefits

• 401(k) with company match.
• Medical, dental, life, and vision insurance.
• Generous PTO and holidays.

Schedule

Monday-Friday: 39 hours/week with a 5-hour workday on Fridays. In-office position without remote opportunity.

Location: 2211 NE Loop 410, San Antonio, TX 78217