Afficiency

Customer Support

• Manage inbound support requests regarding technical questions and life insurance application questions within the SLA time frame
• Verify new customers' coverage and answer agent or producer questions regarding the application journey and process
• Present policyholders with proof of insurance paperwork
• Recognize inquiry patterns for documentation and improvement
• Identify knowledge gaps and work with the manager to improve processes and grow the department
• Address agent escalations and carrier requests
• Support the development team in launching new insurance products and updating the existing insurance platform by testing new products and functionalities
• Respond to and resolve partner inquiries, customer issues, and software issues via live chat and tickets
• Support life insurance sales through agents and carriers across the United States

Client Support Specialist – Life Insurance