Customer Service Administrator (TruStone Financial)
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Key skills for this role
About the Role
TruStone Financial seeks a Customer Service Administrator to provide inforce policy administrative support and product information to customers and colleagues. The role involves responding to inquiries, processing policy changes, and supporting front desk activities.
Key Skills for This Role
Responsibilities
- Build and maintain positive relationships with customers and colleagues
- Independently respond to queries and requests for information by phone, email, and in person
- Support Reception/Front Desk activities
- Prioritize workload based on importance and time sensitivity
- Contact insurance carriers for exceptions or special handling
- Provide prompt, professional, knowledgeable and accurate customer service to advisors
- Respond and adjudicate inforce inquiries such as beneficiary changes, surrender requests, address changes, etc.
- Update and maintain systems (tasks, documents, diarizing)
- Cross train to support other department functions as backup
- Adhere to compliance policies and procedures including AML, Fintrac, Privacy
Requirements
- Customer service experience (2 years minimum)
- Knowledge of insurance industry (2+ years)
- System expertise in Wealthserv, SharePoint, Microsoft suite
- Strong communication, customer service and interpersonal skills
- Ability to work independently, prioritize and balance multiple tasks
- Ability to research, analyze, evaluate, integrate ideas and problem solve
Full Job Posting
About the Role
- The Customer Service Administrator provides inforce policy administrative support and product information to customers (advisors and their clients) and colleagues.
- Reports to the Manager, Customer Service.
What You'll Be Working On
- Build and maintain positive relationships with customers and colleagues.
- Independently respond to queries by phone, email, and in person.
- Support Reception/Front Desk activities.
- Prioritize workload based on importance and time sensitivity.
- Contact insurance carriers for exceptions or special handling.
- Provide prompt, professional, knowledgeable and accurate customer service to advisors.
- Respond and adjudicate inforce inquiries (beneficiary changes, surrender requests, address changes, etc.).
- Update and maintain systems (tasks, documents, diarizing).
- Cross train to support other department functions as backup.
- Adhere to compliance policies and procedures.
- Continuous improvement of product knowledge through industry courses and webinars.
What We're Looking For
- Customer service experience (2 years min).
- Knowledge of insurance industry (2+ years).
- System expertise in Wealthserv, SharePoint, Microsoft suite.
- Strong communication, customer service and interpersonal skills.
- Ability to work independently, prioritize and balance multiple tasks.
- Ability to research, analyze, evaluate, integrate ideas and problem solve.
Beyond the Salary
- Company pension.
- Dental care.
- Disability insurance.
- Employee assistance program.
- Extended health care.
- Life insurance.
- Paid time off.
About TruStone Financial
- TruStone Financial Inc. is an MGA (Managing General Agent) providing independent financial advisors exceptional service.
- Cultivates long lasting relationships with advisors, employees, and suppliers.
Additional Information
- Equal opportunity employer.
- Accommodations available upon request.
- AI screening used in hiring process.
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