Customer Service Representative – Process Associate (Life Insurance)

About the role

This position serves as the primary point of contact for insurance agents, agencies, broker‑dealers, and uplines supporting life insurance and annuity business. You will deliver exceptional customer service through inbound call and email handling, licensing and commission assistance, and Agent Portal support.

Key responsibilities

• Answer inbound calls and emails from agents, agencies, broker‑dealers, and field marketing organizations.
• Provide guidance on licensing, appointments, contracting, and commission inquiries.
• Assist agents with Agent Portal access, navigation, password resets, and troubleshooting.
• Explain contract issuance requirements and help agents obtain required documentation.
• Communicate status updates on pending contracts, licensing requests, and commission inquiries.
• Serve as liaison between agents and internal operational departments.
• Review and validate producer licensing and appointment requests before contract issuance.
• Monitor and follow up on licensing deficiencies.
• Process agent profile updates and maintain accurate producer records.

Required profile

• High School Diploma or GED equivalent.
• At least 1 year of relevant experience.
• Ability to work independently in a fast‑paced environment and meet tight deadlines.
• Strong service orientation, confidentiality commitment, and excellent interpersonal skills.
• Analytical, organizational, and written/verbal communication abilities.

Required skills

• Microsoft Outlook
• Microsoft Excel
• Microsoft Word