[Hiring] Client Experience Coordinator @AmeriLife

Role Description

The Client Experience Coordinator serves as the primary liaison between the client and the company throughout the new business and underwriting process. This role is responsible for providing quality updates to the client, answering client questions, and ensuring a clear understanding of each step. The coordinator independently manages cases, resolves vendor issues that may arise, and collaborates with the client to gather outstanding requirements efficiently to avoid delays.

• Proactively follow up and provide communication to support client/advisor satisfaction and understanding.
• Manage daily workload with emphasis on time management and quality standards.
• Serve as a single point of contact with customers, resolving complex and/or sensitive inquiries and complaints.
• Manage necessary components for the new business process directly impacting the client.
• Use expertise in life insurance process, customer service, terminology, and technology to support daily operations.
• Provide continuous scheduled telephone coverage as business needs dictate.
• Partner with Senior Case Manager to deliver a holistic experience to the branch.
• Perform other duties as assigned.

Qualifications

• Knowledge of the life insurance process (permanent and term products), including key impairments.
• Working knowledge of desktop applications such as Outlook, Word, and Excel; knowledge of Smart Office and Salesforce.com is a plus.
• Critical thinking skills with the ability to identify and troubleshoot problems.
• Excellent verbal and written communication skills.
• Excellent interpersonal and relationship-building skills.
• Discretion while managing confidential matters (e.g., medical records).
• Ability to work independently in a fast-paced, multi-faceted environment.
• Knowledge of HIPAA rules and regulations.
• Comfortable in a team environment and supportive of corporate change.

Requirements

• Strong knowledge of the life insurance process.
• Excellent communication skills – both written and verbal.
• Commitment to superior customer service.
• Professionalism and a service-oriented mindset.
• Ability to work collaboratively with internal teams.

Benefits

• A comprehensive benefits package that includes PTO, medical, dental, vision, retirement savings, disability insurance, and life insurance.