Policy Services Specialist

Job Details

UniTrust Financial Group is seeking a high-performing, service-oriented professional for a full-time position within the Policy Services department.

Job Title: Policy Services Specialist

Department: Policyholder Services/ Sales Support

Reports To: Customer Service Supervisor or Sales Manager

Employment Type: Full-Time

Work Location: Office-Based / Call Center

Schedule: Monday – Friday 8:00am to 5:00pm

Compensation: Hourly wage and performance bonus potential

Benefits: Comprehensive benefits package including medical, dental, and vision insurance; employer-paid group life, short-term disability, and long-term disability; voluntary life, critical illness, and accident coverage; paid time off; and training and growth opportunities.

This role will report to Policy Services Manager in the Policy Services department and is an on-site role based in Atlanta, GA. The effective date for this position is TBD.

Job Description

We are seeking a high-performing, detail-oriented professional to join our Policy Services team who is passionate about helping customers, solving problems and creating a positive service experience. In this role, you will work directly with policyholders who have purchased life insurance through our agent partners by answering policy questions, resolving outstanding conditions and ensuring customers feel supported throughout the life of their policy.

You will play an important role in delivering a high-quality customer experience while also serving as a voice of the customer by sharing insights and feedback with internal teams and sales partners to help improve service and long-term policy retention.

Key Responsibilities

• Maintain consistent call volume throughout the day.
• Achieve evolving team and individual goals.
• Arrive no later than 8:00am every day given Atlanta’s challenging traffic environment.
• Work with clients to remedy any policy issues after the policy has issued such as payment and banking issues.
• Remain flexible and adaptable through changing business needs.
• Share insights with internal teams and agent partners to support service improvements and long-term customer satisfaction.
• Contribute to the development of anewly established Policy Services department by helping refine processes and best practices as the team grows.
• Through customer feedback, monitor the quality of business being written from individual agents up to larger agencies.
• Improve policy retention rates through positive customer experiences.
• Act as the first line of client communication after the agent.
• Coordinate the satisfaction of carrier requirements needed to issue a pending policy.
• Help customers understand their policy by explaining key policy specific features and coverages in clear, easy-to-understand terms.
• Capture and document customer feedback, common questions, and service trends to help improve customer retention.
• Partner with cross-functional teams to resolve issues and identify opportunities that will enhance support processes.

Qualifications

• Experience incustomer service, customer support, or client-facing roles.
• An Active Life Insurance Producers License is required for the role but can be obtained with company support. The position is ultimately contingent on passing the test and securing the license within the set accelerated timeframe.
• Willingness to maintain a high call volume daily in order to achieve goals.
• Ability to maintain a professional presence with potentially challenging, difficult or upset clients.
• Strong communication and relationship-building skills.
• Ability to explain complex information in a clear and approachable way.
• A problem-solving mindset with a strong focus on the customer experience.
• Comfort working in a fast-paced, growing environment where processes are still evolving.
• Familiarity with insurance or financial services is strongly preferred.

Equal Employment Opportunity Statement

UniTrust Financial Group is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

UniTrust Financial Group expressly prohibits any form of workplace discrimination or harassment based on any of the aforementioned characteristics. We are dedicated to promoting a diverse and inclusive workplace, and we welcome and encourage individuals from all backgrounds to join our team. If you need assistance or accommodation in the application process, please contact UniTrust Financial Group’s Human Resources Department at .