Customer Service Representative, Call Center

About the Role

Insurance Administrative Solutions, L.L.C. (“IAS”), an Integrity partner, is a third-party administrator providing business process outsourcing for insurance carriers. IAS administers policies for insureds residing across the United States.

Job Summary

Provide prompt, courteous customer service, meeting or exceeding service standards. Utilize applicable policy forms, insurance law, and internal procedures to answer inquiries and process requests from customers. Thoroughly document telephone calls, changes, and written correspondence.

Key Responsibilities

• Answer incoming Medicare Supplement calls in accordance with quality standards to provide information to agents/insureds regarding policy status or other questions.
• Place outgoing calls to provide or obtain information.
• Document all calls in progress using the online documentation program.
• Transfer or refer misdirected calls to the appropriate individual, department, or offices outside the company, using approved transfer and referral techniques.
• Process customer requests using internal and client-mandated procedures.
• Produce correspondence to customers using approved letters.
• Fully document policy file or image system with all related material to leave a clear and concise audit trail.
• Efficiently process Bank Changes, Cancel NR, Death NR, Address Changes, and ID Cards.
• Communicate openly with Supervisor and other team members to ensure accurate responses and to avoid duplication of efforts.

Requirements & Tech Stack

• High school diploma or GED equivalent
• Insurance background preferred
• Up to 2 years of proven customer support experience
• Strong phone contact handling skills and active listening
• Familiarity with Microsoft Office products
• Ability to adapt and respond to different types of people and tasks
• Excellent communication and documentation skills
• Ability to multi-task, prioritize, and manage time effectively and efficiently
• Reliable transportation and the ability to be punctual and dependable
• May have agent license but no active appointments

About Integrity

Integrity is one of the nation’s leading independent distributors of life, health, and wealth insurance products with a strong insurtech focus.