Customer Service Representative

Customer Service Representative

The Customer Service Representative is responsible for supporting the end-to-end processes related to agent contracting, hierarchy management, and incentive compensation across Health and Wealth insurance products. This role manages escalations, performs detailed analysis to resolve contracting and compensation discrepancies, produces reporting, and partners with Commissions and Contracting Leadership to drive process improvements. The analyst ensures accuracy, operational consistency, and high-quality service for agents, internal stakeholders, and affiliates.

AmeriLife's strength is its mission: to offer insurance and retirement solutions to help people live longer, healthier lives. By putting its mission into practice, AmeriLife has become recognized as a national leader in developing, marketing, and distributing life and health insurance, annuities and retirement planning solutions to enhance the lives of pre-retirees and retirees. For more than 50 years, AmeriLife has partnered with the nation's leading insurance carriers to provide value and quality to customers served through a national distribution network of over 200,000 insurance agents and advisors, over 70 marketing organizations, and nearly 50 insurance agency locations.

Duties & Responsibilities

• Serve as a primary point of contact for inquiries related to agent contracting, appointment status, documentation requirements, and commission or incentive compensation issues
• Research and resolve contracting and compensation discrepancies by reviewing system configurations, compensation rules, agent/agency hierarchy alignments, and transactional data
• Maintain strong working knowledge of contracting workflows, hierarchy structures upline/downline relationships, and compensation impacts across Health and Wealth products
• Process updates to contracting and hierarchy records or escalate inaccuracies, workflow bottlenecks, or system gaps to Commissions, Contracting, or Technology teams
• Validate that contracting status and hierarchy alignment support accurate commission payments and compliance with regulatory and internal standards
• Produce timely, accurate reporting related to contracting status, compensation accuracy, issue trends, and service-level performance
• Analyze inquiry patterns and operational data to identify recurring issues, systemic gaps, or efficiency opportunities
• Recommend process improvements and partner with Commissions and Contracting Leadership to spearhead the implementation of approved enhancements
• Document all inquiries, investigations, and resolutions thoroughly and objectively in CRM and internal systems
• Maintain strict adherence to HIPAA, PHI, and organizational data-protection requirements
• Explain complex contracting and compensation matters in clear, understandable language for agents, internal stakeholders, and leadership
• Meet established service, quality, productivity, and accuracy standards
• Build and maintain collaborative relationships with Contracting, Commissions, Operations, Finance, and Technology teams

Qualifications

Minimum Requirements

• Bachelor's degree in business, finance, operation management or equivalent preferred
• Strong Microsoft Office Suite skills including Excel (VLOOKUP/SLOOKUP, pivot tables, data validation, error-checking) and Word
• 1-3 years experience in customer service, financial services or insurance operations preferred
• Advanced analytical and problem-solving skills including ability to investigate discrepancies

Knowledge, Skills & Abilities

• Working knowledge of agent contracting, appointment processes, and hierarchy management for Health and Wealth insurance products
• Strong analytical skills with the ability to interpret contracting rules, validate compensation logic, and troubleshoot data discrepancies
• Ability to recognize trend patterns, identify process gaps, and collaborate with leadership to drive operational improvements
• Excellent written, verbal, and interpersonal communication skills
• Strong attention to detail with accurate data-entry and documentation skills
• Ability to prioritize multiple tasks in a fast-paced environment
• Ability to adapt to changing workflows, prioritize multiple tasks, and operate in a fast-paced environment

A comprehensive benefits package that includes PTO, medical, dental, vision, retirement savings, disability insurance, and life insurance.

We are an Equal Opportunity Employer and value diversity at all levels of the organization. All employment decisions are made without regard to race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity or expression, age, national origin, ancestry, disability, genetic information, marital status, veteran or military status, or any other protected characteristic under applicable federal, state, or local law. We are committed to providing an inclusive, equitable, and respectful workplace where all employees can thrive.

We are committed to full compliance with the Americans with Disabilities Act (ADA) and all applicable state and local disability laws. Reasonable accommodations are available to qualified applicants and employees with disabilities throughout the application and employment process. Requests for accommodation will be handled confidentially.

We are committed to pay transparency and equity, in accordance with applicable federal, state, and local laws. Compensation for this role will be determined based on skills, qualifications, experience, and market factors. Where required by law, the pay range for this position will be disclosed in the job posting or provided upon request. Additional compensation information, such as benefits, bonuses, and commissions, will be provided as required by law. We do not discriminate or retaliate against employees or applicants for inquiring about, discussing, or disclosing their pay or the pay of another employee or applicant, as protected under applicable law. Pay ranges are available upon request.

Employment offers are contingent upon the successful completion of a background screening, which may include employment verification, education verification, criminal history check, and other job-related inquiries, as permitted by law. All screenings are conducted in accordance with applicable federal, state, and local laws, and information collected will be kept confidential. If any adverse decision is made based on the results, applicants will be notified and given an opportunity to respond.