This position involves working as a team with other employees within the Case Management Department to service SelectQuote Life’s clients and maximize the number of in-force policies (policies that have been mailed to the client and there are no outstanding requirements). Inbound Client Service Specialists provide vital customer service and are primarily responsible for making sure to answer any and all client questions via an inbound call. This position requires extensive telephone work, complementing the sales process by handling objections, gathering additional information, reinforcing the buying decision and persuading clients to return their paperwork.

Essential Function:

  • Manage a high volume of inbound phone-calls
  • Answer client’s phone inquiries about their application
  • Speak clearly and concisely regarding open issues with customer applications
  • Ability to handle customer objections or complaints in order to provide a comfort level with the client, so the consumer can move forward with their respective policy
  • Provide a friendly and comfortable experience to customers
  • Educate consumers on the application process around documents and requirements needed to move forward with their respective life insurance application
  • Meet and exceed specific, attainable goals
  • Have fun within a great culture that rewards positivity and performance
  • Build an understanding of other department functions, thus being able to correctly identify a course of action for a case
  • Progressively over time, demonstrate a comprehensive knowledge of the term life insurance application process

Additional Responsibilities:

  • Willingness to raise a hand for help
  • Ongoing training
  • Participation in ongoing team process improvement ideas

Knowledge & Skills:

  • Ability to multi-task coupled with excellent time management skills.
  • Must be able to type and speak at the same time
  • Excellent oral communication skills
  • Good phone manners and professional etiquette are a must
  • Strong work ethic
  • Customer service oriented
  • Detail oriented and action focused
  • Demonstrate initiative, discretion, and integrity
  • Basic familiarity with computers

Training & Experience:

  • High School or GED, College degree preferred
  • Experience with customer service in a call center environment is a plus