Customer Experience Clerk - SILAC Insurance Company

About SILAC

SILAC Insurance Company is one of the fastest-growing insurance companies in the nation and continues to be a top contender in the industry. SILAC offers industry-leading annuity products that help individuals prepare for retirement. Teams can align around a shared vision of providing clean, simple & competitive products for clients, delivering best-in-class service to agents & business partners, and propelling the success of our employees.

With a fast-growing team of more than 300 employees, we are committed to remaining adaptable, innovative, and trustworthy for our clients, agents, and employees.

We hold true to our core values:

• Adaptability & Continuous Improvement
• Transparency & Trust, Honesty & Integrity
• Teamwork & Collaboration
• Gratitude & Compassion

At SILAC Insurance Company, we welcome and encourage diversity and are dedicated to creating an environment and culture that is respectful and inclusive for everyone.

Benefits:

Medical, Dental, Vision, Health/Flexible Savings Account, 401(k) & ROTH, Pet Insurance, Parental Leave, Paid Time off, 10 Paid Holidays, Birthday Pay, Paid Volunteer Time, Employee Assistance Program, and Tuition Reimbursement. Please inquire for more information about other benefits and perk offerings.

Customer Experience Clerk

Job Overview: This is an entry-level position requiring less experience than our Customer Experience Representatives. This position would entail data entry, request & transfer follow-up, file sorting, & low - mid-level skills regarding generating letters & other service assistance.

Department Overview: At SILAC Insurance Company, our Customer Experience teams are dedicated to delivering exceptional service by providing timely, accurate support across all customer touchpoints. We handle a range of customer needs, from inquiries and policy management to secure identity verification and financial request processing, while maintaining a focus on security, efficiency, and personalized assistance. Our commitment to continuous improvement ensures we adapt to customer needs, enhancing the overall experience and fostering long-term relationships.

Job Details

Inbound and Outbound Calls

• Provide friendly, personalized service during calls with team, policyowners, agents and transfer companies.
• Communicate professionally via written correspondence with transfer companies and internal staff.

Administrative

• Interpret needs, process requests, and deliver accurate information.
• Index and sort incoming files for the Customer Experience Team.
• Review and oversee correction process for outgoing annuity policy documents.
• Process written inquiries related to policies.
• Collaborate with the supervisor and other departments on tasks and projects.
• Document work in a professional and thorough manner.

Job Requirements

Required

• Detail-oriented with the ability to complete tasks correctly and in a timely manner.
• Ability to solve problems of varying complexities, and to improve processes.
• Ability to communicate professionally and effectively.
• Ability to explain complex information with patience and in simple, understandable ways both verbally and in writing.
• Experience using computers including PC applications such as MS Word, Teams, MS Excel, or Outlook.

Desired

• High school diploma or GED
• Previous clerical or customer service experience.