Client Experience Coordinator

Our Company

Explore how you can contribute at AmeriLife.

For over 50 years, AmeriLife has been a leader in the development, marketing and distribution of annuity, life and health insurance solutions for those planning for and living in retirement.

Associates get satisfaction from knowing they provide agents, marketers and carrier partners the support needed to succeed in a rapidly evolving industry.

Job Summary

The Client Experience Coordinator serves as the primary liaison between the client and the company throughout the new business and underwriting process. This role is responsible for providing quality updates to the client, answering client questions, and ensuring a clear understanding of each step. The coordinator independently manages cases, resolves vendor issues that may arise, and will collaborate with the client to gather outstanding requirements efficiently to avoid delays. A strong knowledge of the life insurance process, excellent communication skills – both written and verbal -, and a commitment to superior customer service are essential. The Client Experience Coordinator requires professionalism, a service-oriented mindset, and the ability to work collaboratively with internal teams to support the overall success of the account.

Job Description

Principal Duties and Responsibilities

• Proactively follow up and provide communication to support client/advisor satisfaction and understanding; ensure the client understands each step in the process while providing superior service support direct to the client.
• Manage daily workload with emphasis on time management and quality standards. Review and assess requirements, as needed.
• Serve as a single point of contact with customers. Receive and resolve complex and/or sensitive customer service inquiries, complaints and problems with quality, accuracy, and in a timely manner. Proactively resolve any issues and inquiries.
• Manage the necessary components for the new business process directly impacting the client. Identifying cases that need special handling. Accept ownership and suggest innovative solutions to meet branch/client needs while undertaking new and different requests. Explore opportunities to add value.
• Use expertise in life insurance process, customer service, terminology, technology to support and enhance daily operations.
• Provide continuous scheduled telephone coverage as business needs dictate.
• Partners with Senior Case Manager to deliver a holistic experience to the branch.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities

• Knowledge of the life insurance process (permanent and term products), including key impairments
• Working knowledge of desktop applications such as Outlook, Word, and Excel. Knowledge of Smart Office and Salesforce.com a plus.
• Critical thinking skills with the ability to identify and troubleshoot problems, and comfort with cases involving a high degree of complexity.
• Excellent verbal and written communication skills; clear and effective
• Excellent interpersonal and relationship building skills to interact with internal and external clients.
• Discretion while managing confidential matters (e.g., medical records)
• Ability to work independently in a fast-paced, multi-faceted environment while focusing on critical deliverables.
• Knowledge of HIPAA rules and regulations.
• Comfortable in a team environment and supportive of corporate change

What AmeriLife Offers

A comprehensive benefits package that includes PTO, medical, dental, vision, retirement savings, disability insurance, and life insurance.

Equal Employment Opportunity Statement

We are an Equal Opportunity Employer and value diversity at all levels of the organization. All employment decisions are made without regard to race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity or expression, age, national origin, ancestry, disability, genetic information, marital status, veteran or military status, or any other protected characteristic under applicable federal, state, or local law. We are committed to providing an inclusive, equitable, and respectful workplace where all employees can thrive.

Americans with Disabilities Act (ADA) Statement

We are committed to full compliance with the Americans with Disabilities Act (ADA) and all applicable state and local disability laws. Reasonable accommodations are available to qualified applicants and employees with disabilities throughout the application and employment process. Requests for accommodation will be handled confidentially. If you require assistance or accommodation during the application process, please contact us at [email protected].

Pay Transparency Statement

We are committed to pay transparency and equity, in accordance with applicable federal, state, and local laws. Compensation for this role will be determined based on skills, qualifications, experience, and market factors. Where required by law, the pay range for this position will be disclosed in the job posting or provided upon request. Additional compensation information, such as benefits, bonuses, and commissions, will be provided as required by law. We do not discriminate or retaliate against employees or applicants for inquiring about, discussing, or disclosing their pay or the pay of another employee or applicant, as protected under applicable law. Pay ranges are available upon request.

Background Screening Statement

Employment offers are contingent upon the successful completion of a background screening, which may include employment verification, education verification, criminal history check, and other job-related inquiries, as permitted by law. All screenings are conducted in accordance with applicable federal, state, and local laws, and information collected will be kept confidential. If any adverse decision is made based on the results, applicants will be notified and given an opportunity to respond.