Customer Service Associate

Customer Service Associate

Pan-American Life Insurance Group (PALIG) is seeking a Customer Service Associate who will be responsible for performing basic to intermediate level customer, policy and process-related research for both internal and external customers following established division guidelines. Responsible for daily processing of data entry/customer requests utilizing various systems to support blocks of individual life business under the guidance of senior level associates and/or manager within the Global Life team as needed. Other responsibilities include filing, logging, scanning and other clerical duties as needed to support unit functions.

Essential Functions:

• Responsible for basic data entry/customer requests processing which includes detailed policy activity research into one or all of the appropriate systems
• Perform customer/producer, policy and process-related research and resolution
• Responsible for transactional reconciliation for daily processing
• Analyze daily systems generated output to determine if action and/or customer contact is required
• Answering telephone inquiries, assuring the call ends with resolution or appropriate follow-up workflow is initiated.
• Respond to email requests by answering all inquiries in a professional manner within a 24-hour period.
• Place outbound calls needed to gather information or complete requests.

Communicate Proactively With Customers:

• Communicate proactively with customers via written or verbal communications
• Answering telephone inquiries, assuring the call ends with resolution or appropriate follow-up workflow is initiated.
• Respond to email requests by answering all inquiries in a professional manner within a 24-hour period.
• Place outbound calls needed to gather information or complete requests.

Processing and Transactional Reconciliation:

• Perform basic to intermediate processing and transactional reconciliation including ordering, receipt and verification of daily output and financial based transactions
• Analyze and review transactional output from transactions performed by self and make next step decisions based on processing requirements

Adhere to Compliance Regulations and Established Division Guidelines and Standards:

• Other departmental duties include filing, logging, scanning and other clerical duties as needed.
• Provide assistance, training and guidance to co-workers as needed
• Performs other duties as assigned by supervisor/manager

Key Requirements:

• High School diploma or equivalent, bachelor's degree preferred
• 1 year of prior customer facing work experience, prior insurance industry work experience preferred
• Bilingual in Spanish & English preferred
• LOMA Certifications preferred

Pan-American Life Insurance Group Offers:

• Comprehensive Compensation Packages (base & bonus)
• Comprehensive Benefits Package: Medical, Dental, 401K, Paid Time Off, and Tuition Reimbursement, etc. are some examples. New hires are eligible for medical and dental coverage on the first of the month following 30 days of service.

Pan-American Life Insurance Group (PALIG) serves the life, accident, and health insurance needs of individuals and businesses in 49 U.S. states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands through its U.S. based member companies - Pan-American Life Insurance Company and Pan-American Assurance Company.

At Pan-American Life, our employees are our greatest asset. We are grateful for the collaborative efforts of our employees and partners, and for the confidence of the policyholders whose life and health we protect. It is through this long-standing commitment that Pan-American Life continues to succeed.

Pan-American Life is an Equal Opportunity Employer/Drug Free Workplace.