[Hiring] Customer Service Representative @Velocitii

Role Description

As a Customer Service Representative, you’ll be the trusted voice for our clients, providing support, answering questions, and guiding members through important life insurance and financial service requests in a fast-paced, remote environment.

• Answer incoming and place outbound calls from members and agents with professionalism, empathy, and care.
• Assist with policy-related requests, account updates, beneficiary changes, payment options, loans, claims, and other certificate inquiries.
• Research member files and analyze inquiries to determine the best path to resolution.
• Navigate multiple systems and resources to verify information, benefits, and eligibility accurately.
• Interpret policy provisions, procedures, and regulatory guidelines to ensure requests are handled correctly and within required timeframes.
• Handle sensitive and emotional conversations with compassion while maintaining compliance standards.
• Utilize strong problem-solving and decision-making skills to resolve complex member concerns.
• Stay up to date on products, member benefits, policies, procedures, and industry regulations.
• Meet quality and productivity goals while delivering an exceptional member experience.
• End your day knowing you've helped members make informed decisions, provided peace of mind, and delivered support when it matters most.

Qualifications

• 6+ months in a call-center experience.
• 1+ year of customer service experience.
• Strong verbal and written communication.
• Organizational, problem-solving, and decision-making skills.
• Ability to navigate multiple computer systems.
• Experience in a virtual desktop environment.
• Distraction-free remote workspace.
• High school diploma or GED.

Requirements

• Previous experience supporting life insurance, annuity, or other financial service products (preferred).
• Familiarity with Third Party Administrator (TPA) concepts (preferred).
• Knowledge of medical/dental terminology or claims processing (preferred).
• Participate in virtual interviews using a computer with a working camera.
• Comfortable in a diverse, inclusive, team-focused culture.
• Complete pre-employment steps: Internet speed test, background screening, employment verification, and drug screening.

Benefits

• Pay is $16.00-$17.50/hour with paid training.
• Pay increase after proven performance.
• Annual bonuses and merit raises available.
• EZ Access MD – Free Healthcare for You & Your Family!
• Healthcare, life insurance, and 401(k) kick in the first of the month after hire.
• Sick time and PTO start accruing on day one—use sick time right away!
• After 90 days, enjoy paid holidays (including your birthday) and use your PTO accrual!
• Get paid to give back with volunteer time off.
• Company-provided equipment.
• Remote work.
• Supportive culture valuing open communication, compassion, collaboration, and a strong sense of belonging.
• Access to training, coaching, and mentorship to grow your career.
• Consistent schedule: Monday–Friday shifts starting at 9:00 or 9:30 AM EST—no weekends!