Job Description Customer Services / Service Representative

Customer Services

Service Representative
Kansas City Life Insurance Company, a recognized leader in the insurance industry, is seeking an energetic, self-motivated individual to join our Customer Services department. The ideal candidate would meet the following requirements:
  • Experience in insurance or financial industry customer service environment with a demonstrated ability to deal effectively with all employees and external business contacts while conveying a positive, service-oriented attitude
  • Basic knowledge of life insurance concepts and ability to interpret insurance company product portfolio, as well as policy provisions
  • Excellent communication skills, including both oral and written, and working knowledge of Personal Computers and Microsoft Office Software
  • Keen attention to detail and ability to multitask
  • Demonstrated skill in analysis and problem solving
  • Tact, effective decision making and independent action required
  • College degree preferred or equivalent experience
  • Exposure to LOMA I, II, and industry designations recommended
  • General understanding of accounting principles
  • Ability to speak/translate Spanish a plus but not required
  • Regular and reliable attendance and punctuality is an essential function of this position.
  • Research, analyze, and respond to all service inquiries including walk-in customers. Justification of transactions, sales and marketing pertaining to Fixed policies and other duties assigned by management
  • Provide administrative maintenance of policy files and computer records; Authorize and change policy records such as change of beneficiary, owner, name, address, assignments, billings, etc.
  • Provide internal and external customers with alternative policy options for conservation and marketing efforts involving illustration/forecast preparation, comparison and assistance in decision making, as well as assist in coordination of efforts with agents and registered representatives. Observe all compliance regulations. Monitor market conduct and report inappropriate action or trends in activity to Chief Compliance Officer or KCL Auditing Department
  • Works with Manager or Sr. CSRs/Specialists to resolve complex complaint situations. Required to work directly with policy owners, agents, state insurance departments and legal representatives to resolve conflicts, look for compromises and reconcile misunderstandings. Always an advocate for upholding contractual and corporate policy, and preserving goodwill and professional rapport with client base
  • Assist with development and implementation of new procedures when necessary. Ensure productivity, efficiency and quality of the department by participating in a variety of department/corporate projects
  • Assist in development, testing, and maintenance of corporate administrative systems to effectively and efficiently process workflow involving the service function as well as IRS compliance. Provide support for contractual considerations, reporting, and assisting in resolving problems and errors.
Kansas City Life Insurance Company
ATTN: Human Resources Department
3520 Broadway
P.O. Box 219139
Kansas City, MO 64121-9139

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