Senior New Business Customer Contact Representative

Role overview

Serve as a senior contact center representative handling a large volume of inbound calls related to life insurance and annuity new business. You'll resolve complex inquiries, mentor less tenured representatives, and step into team lead duties when needed. The role centers on accurate, compliant, customer-first service delivered over the phone.

Responsibilities

- Professionally handle a high volume of inbound calls, resolving inquiries about life and annuity new business promptly and thoroughly - Research and document each call's reason and resolution, with attention to privacy regulations and internal procedures - Assist with complex customer issues, escalations, and serve as a peer mentor to new hires and less tenured representatives - Support financial advisors, policyholders, and internal business partners with quality service - Step in as backup for the team lead when absent, including queue monitoring and handling more escalated situations - Perform selected administrative tasks and other duties as assigned

Requirements

- High school diploma - Three or more years of customer service or call center experience, preferably in the insurance or financial services industry - Strong written and verbal communication with the ability to frame messages for different audiences - Demonstrated ability to handle complex cases independently, ask thoughtful questions, and drive toward resolution - Sound self-organization, prioritization, and workload management - Risk awareness and an understanding of basic process improvement

Nice to have

- Familiarity with life insurance and annuity products and new business processing workflows - Experience mentoring or coaching newer representatives

Benefits and work setup

- Employee-centric flexible environment with in-office, hybrid, and remote arrangements decided in partnership with the leader - Equal opportunity employer with reasonable accommodations available for applicants and candidates with disabilities - Some travel may be required, less than ten percent