Customer Experience Representative

Lynchburg - Virginia (VA),

Pacific Life

Job Description:

Pacific Life is looking for Customer Experience Representatives to join our Life Insurance Division at our Lynchburg, VA office. The Life Insurance Division is one of Pacific Life’s core business units, which focuses on giving families and businesses the life insurance coverage needed to help meet important financial protection, wealth accumulation, and wealth preservation goals. Our employees are among the most valuable resources to our clients, and are recognized industry-wide for the World Class Service they provide.

To learn more about our culture, check out our recent video on YouTube!

Our Customer Experience Representatives (Case Managers) solve a range of non-routine problems, analyze viable solutions, and interpret and apply precedent to determine the appropriate course of action. The person in this role will be responsible for providing operations support, problem resolution, and specialized administrative support to Life Insurance producers, policy owners, broker/dealer back-offices, and other customers. The Case Managers will receive only general supervision and are required to have a complete understanding and proven ability to apply related principles, concepts and practices, while still acquiring higher-level knowledge and skills. Other duties include, but are not limited to:

  • Gather information about product capabilities relative to specific customer needs
  • Review customer inquiries, problems, requests, and suggestions and determine appropriate solutions and/or responses
  • Negotiate customer claims, initiate billing adjustments, and arrange product substitutions and returns
  • Research and provide problem resolution, detailed information on services, and assistance regarding paperwork and technical inquiries
  • Resolve most customer concerns and problems using established procedures
  • Ability to process efficiently in multiple operational systems
Our Case Managers receive extensive training through highly skilled facilitators that foster a positive learning environment with an opportunity to receive both hands-on and classroom based learning. Pacific Life has designed a multi-week training program for our Customer Service Representatives to fully prepare you to excel in your new career with Pacific Life.

A few of the topics covered
  • Life Insurance Basics
  • Our “Promise Line” Product Overview
  • Administrative System Overview
  • Pending to Issued Life Insurance Application Process
  • Life Insurance Forms Overview
  • Customer Service Skills Training
  • Phone and Email Practice
  • Access to a wide array of LOMA (Life Office Management Association) courses
  • At least 2 years of experience in a customer service role, or combined directly related training and experience
  • Life insurance or related industry experience preferred
  • Prior producer administration system experience preferred
  • Effective verbal and written communication skills
  • Organizational and time management skills
#LI-TM1 For more than 150 years, Pacific Life has offered innovative products and services including life insurance, annuities, and mutual funds, along with a variety of investment products, all of which provide The Power to Help You Succeed. We firmly believe each employee plays a part in our continued growth and success, and we pride ourselves in providing a work environment that is challenging, inclusive, collaborative, and results-oriented. With a powerful past and a strong future, Pacific Life offers an environment where you’re empowered to achieve your personal best. In return, we look to your passion and insight to help us grow. For additional company information, including current financial strength ratings, visit the Pacific Life team and watch your career grow! We offer a competitive compensation and benefits package that includes: • Competitive salary and bonus program • Medical, dental, and vision as part our commitment in investing in the health and wellbeing of our employees • Two retirement savings plans: 401k savings plan with company match and Company Retirement Contribution (company-paid) • Generous vacation time and holiday pay • And much more!Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.

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