Job Overview As a New Business Specialist Level 1, you will play a critical role in the efficient processing of annuity, life, and health applications while also providing customer service support to agents, policyholders, IMO's, and other customers regarding new business and application processing. This is a dual-function processing and customer service role. The individual will be responsible for reviewing and processing incoming applications, ensuring accuracy and completeness of all required documentation, responding to application related inquiries, and assisting customers with questions regarding application status, outstanding requirements, processing timelines, and other new business related matters. This role requires patience, empathy, strong communication skills, attention to detail, and the ability to effectively manage both processing responsibilities and customer interactions. The individual must be able to research questions, identify appropriate solutions, accurately document interactions, and follow established procedures and escalation guidelines. Occasionally, there will be complaints or complex problems, providing opportunities to develop conflict-resolution, problem-solving, and team-collaboration skills. The successful candidate will possess a customer-centric mindset, strong organizational and problem-solving abilities, and the technical knowledge necessary to accurately update company systems. The individual is expected to develop and maintain a working knowledge of company products, services, forms, requirements, systems, and standard operating procedures.

Starting Pay Rate:

$18.12

Full Time or Part Time:

Full Time Standard Hours per

Week:

Monday - Friday, 40 hours/week

Work Schedule:

Shift starts 8:00 AM - 5:00

PM Schedule Type:

In office Responsibilities Review incoming annuity, life, and health applications for completeness and accuracy, ensuring all required documentation and information are included. Verify application information and documentation, including personal information, beneficiary designations, investment selections, payment instructions, signatures, dates, and other applicable requirements. Process new business applications accurately and efficiently in accordance with established procedures, processing guidelines, and service level expectations. Identify missing, incomplete, or inaccurate information and take appropriate action to obtain outstanding requirements or resolve application issues. Review and monitor outstanding requirements and follow up as necessary to facilitate timely application processing. Accurately enter and update application and customer information in the appropriate administrative systems. Assist in coordinating the delivery of approved policies and contracts to clients and ensure all necessary paperwork is completed accurately. Customer Service Answer inbound customer service calls related to new business and application processing, including questions regarding application status, outstanding requirements, processing timelines, forms, documentation, and general application-related inquiries. Provide professional, courteous, and accurate assistance to agents, policyholders, and other customers while maintaining a customer-focused approach. Research customer questions and application issues using available systems, documentation, procedures, and resources to provide accurate and timely resolutions. Explain application requirements, processing procedures, and next steps clearly and professionally while remaining within established company guidelines and authority. Handle customer concerns and complaints professionally, utilizing appropriate de-escalation and problem-solving techniques and escalating issues when necessary. Take ownership of customer inquiries and follow through to ensure appropriate resolution or communication of next steps. Accurately document customer interactions, inquiries, actions taken, and resolutions in the administrative system to maintain comprehensive records and facilitate appropriate follow-up. Knowledge, Compliance & Team Responsibilities Acquire and maintain in-depth knowledge of company products and services to accurately process applications and provide appropriate customer support. Maintain working knowledge of annuity, life, and health forms, application requirements, processing procedures, and applicable company policies. Adhere to established service standards, policies, procedures, privacy requirements, and regulatory guidelines. Maintain confidentiality and appropriately handle sensitive customer information, including personally identifiable information and other protected information. Meet established processing and customer service performance standards, including accuracy, productivity, call handling, documentation, and service-level expectations. Collaborate with team members, supervisors, and other departments to resolve application and customer service issues and ensure timely processing. Communicate recurring application issues, processing concerns, customer trends, or system-related problems to appropriate leadership. Stay updated on industry trends, best practices, company products, and product/service updates through training sessions, self-study, and team meetings to enhance knowledge and performance. Perform other duties and responsibilities as assigned to support the New Business and Customer Service functions. Required High school diploma or

GED. 1-2

years of experience in annuity, life, health insurance processing, customer service, financial services administration, or a related field. Excellent attention to detail and accuracy in data entry, application processing, and documentation. Strong organizational and time-management skills, with the ability to prioritize processing work and customer service responsibilities effectively in a fast-paced environment. Exceptional verbal and written communication skills with the ability to convey information clearly, concisely, professionally, and empathetically. Strong customer service skills and the ability to maintain professionalism and composure when handling difficult, frustrated, or upset customers. Ability to effectively manage both inbound customer service calls and assigned processing responsibilities. Strong analytical and problem-solving abilities to assess situations, identify root causes, research solutions, and implement appropriate resolutions. Ability to work independently while also collaborating effectively in a team environment and taking initiative when appropriate. Demonstrated patience and empathy when addressing customer concerns and resolving issues to ensure a positive customer experience. Proficiency in annuity, life, and health product knowledge, industry regulations, and applicable guidelines. Knowledge of annuity, life, and health forms and their requirements. Knowledge of and adherence to applicable privacy laws and company confidentiality requirements. Ability to maintain confidentiality and handle sensitive information with discretion. Experience with PC applications, such as MS Word, MS Excel, and Outlook. Desired Experience in Life, Health or Annuity Insurance Industry Previous experience in an insurance new business, application processing, or Experience handling inbound customer service calls in a professional environment.

Pay:

$18.12 per hour Expected hours: 40.0 per week

Benefits:

401(k) Dental insurance Health insurance Paid time off Ability to

Commute:

Winston-Salem, NC 27105 (Required)

Work Location:

In person