Customer Service (New Business) Representative 1

Pan-American Life Insurance Group (PALIG) is seeking a New Business Representative 1 to join the New Business department within the U.S. Life division. The New Business Representative 1 will be responsible for performing basic level customer, policy, and process-related research for both internal and external customers following established division guidelines. In addition, the New Business Representative 1 will be responsible for the daily processing of data entry and customer requests utilizing various systems to support blocks of individual life business under the guidance of senior level associates and/or supervisor/manager within the U.S. Life team as needed.

The Incumbent Must Be Able To, As Required

• work independently of supervision as well as with others
• communicate verbally via phone, in person, video communication, and electronic communication
• use various tools such as computer software packages, and vendor and Internet resources
• produce written documentation
• sit for long periods of time
• read paper and electronic documents
• move to different workstations, bend, and hear
• work core hours
  
  

Ideally, candidates are to be located near the Oak Brook, IL office location and maintain a hybrid work schedule.

Essential Functions

Processing and Transactional Reconciliation

• Process basic level data entry and customer requests, which includes detailed policy activity research, into one or all of the appropriate systems
• Review applications to determine if the correct application was used, if the application is completed, and/or if there is conflicting information
• Communicate with filed agents regarding outstanding requirements, verification of applicant data, updating the administration system, and notifying the agent, as necessary
• Accurately enter application information into administration system, selecting appropriate riders and dividend options per product guidelines
• Set up bank draft and payment arrangements
• Communicate proactively with customers via written or verbal communications
• Work with various exams, medical history, and other medical requirements as needed, or requested by underwriting
• Identify high priority items and determine if it’s necessary to alert the underwriter
  
  

Compliance Regulations

• Adhere to compliance regulations, state and/or county requirements
• Maintain current knowledge of industry and product regulatory guidelines
• Meet defined departmental timing and service performance standards by working assigned work queues and making certain that assigned requests are worked within the processing standard
• Identify agent licensing, errors and omissions, and Anti-Money Laundering (AML) concerns at submit
• Notify field representative and/or Contract & Licensing department of any errors as appropriate
  
  

Call and Email Requests

• Answer telephone inquiries while speaking cleanly and concisely and assuring the call ends with resolution
• 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
  
  

Other Duties or Projects Assigned

• Perform other duties as assigned by all levels of leadership
  
  

Key Requirements

• One year of experience in customer service (telephones), life insurance, or related insurance, required
• Obtain LOMA 280/281 Class or Level 1 within 12 months of employment preferred
  
  

KNOWLEDGE, SKILLS & ABILITIES (KSA's)

• Basic accounting experience
• Knowledge of computer applications and basic computer functions
• Strong commitment to quality, meeting deadlines, and providing world class customer service
• Understanding of Mutual Trust Life Solutions' products and services
• Attention to detail
• Basic math skills
• Problem-solving skills
• Professional communication skills including email and composing business letters, and professional verbal communication skills
• Strong organizational skills and ability to multitask, work under pressure, and work independently
• Ability to adjust work schedule to business need and to work overtime, including Saturday’s
• Ability to change focus as demands change and make immediate changes to day-to-day functions for coverage purposes
• Ability to prioritize work to address immediate concerns while balancing workflow and telephone inquiries
• Possess ability to work harmoniously with others
  
  

Pan-American Life Insurance Group Offers

• Comprehensive Compensation Packages (base & annual bonus): base pay range target between $13.70/hour and $18.90/hour and is subject to candidate's experience
• A 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.
• Hybrid work opportunities when applicable
  
  

Who We Are

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.