Customer Service Representative

Position Responsibilities:

PRINCIPAL ACCOUNTABILITY 1: CLIENT ENGAGEMENT & OUTREACH

Ensure timely outbound contact with orphan clients to maintain engagement and provide essential policy information. This accountability helps prevent service gaps and reassures customers of continued support.

To ensure success on this accountability, the following activities must be constantly met.  

Outbound Contact Execution – Make scheduled calls to clients following campaign guidelines and SLAs to maintain engagement and trust. Clear Policy Communication – Explain policy details in simple terms so customers can make informed decisions without confusion. Callback Scheduling – Arrange follow-ups for non-responsive clients to ensure no customer is left unattended. CRM Documentation-- Record all interactions accurately to support compliance and enable seamless service.

PRINCIPAL ACCOUNTABILITY 2: AFT...