Client Support Specialist

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.

Client Support Specialist

Job Overview: As a Client Support Specialist, you will provide support to our sales agents via telephone, and email in a friendly, professional, and knowledgeable manner. This role requires patience, empathy, and listening skills to handle all requests and concerns. Occasionally, there will be complaints or complex problems, which allows development in conflict resolution and team collaboration.

Department Overview: Processing new agent contracting, ensuring agents comply with regulatory requirements specific to each State's regulation, along with research and resolutions of situations that vary in nature.

Job Details.

Contract New Sales Agents

Process and ensure accurate set up for sales agent and managing agent(s). Ensuring agents appointments comply with State regulatory requirements, for any state the agent wishes to solicit an application. Provide tracking of the status of each contract to give agency staff the data needed to answer agent inquiries.

Verification

• Initiate credit and other background checks using software such as Debit-Check and Business Information Group, and follow-through to completion. Communicate results of adverse credit to agents when necessary.

Appointment

• Agents are required to have an appointment in required states, in order to represent SILAC. Collecting appointments fee may be required

Commission Schedules

• Ensure commissions are accurate for the agent and for each managing agent. Process requests for commission change.

Agent Support

• Satisfy agent inquiries received by phone, e-mail, or other means. Inquiries relate to topics such as: agent website, contracting, new business submission, policy issue delays, commission calculation, and product information.

Inbound and Outbound Calls

• Interpret the need, and provide personalized, accurate information involving areas such as: agent contract status and requirements, commission inquiries. Initiate outbound calls to report resolution of problems, results of research on issues.

Communication

• Communicate professionally, both verbally and in writing, with sales agents and company staff to ensure information is accurate and complete. Communicate clearly and frequently to keep them informed about contracting and annuity training requirements. Continually enhance ability to effectively explain changes and remedy misunderstandings. Initiate clear and frequent communication with managers and employees in other departments.

Job Requirements

Required

• Clerical and customer service
• Ability to work specific hours to meet standards for phone coverage
• Detail-oriented with the ability to complete tasks correctly
• Ability to plan, prioritize and meet deadlines
• Ability to research, document, track and summarize information and data
• Ability to think creatively to solve problems and make decisions promptly
• Ability to communicate professionally and clearly verbally and in writing. Skill in explaining how insurance work in simple, understandable manner
• Ability to employ professional demeanor, courtesy, and excellent listening skills
• Experience using computers and PC applications such as MS Word, MS Excel, Outlook, and Jira
• High school diploma or GED, clerical or customer service or sale experience; or any combination of education, professional training, or work experience that demonstrates ability to do the job

Desired

• Knowledge of life, health and annuity products and operational functioning
• Experience as a support specialist in an insurance agency
• Basic accounting experience

BENEFITS:

• Medical Plans, including FSA and HSA
• Dental and Vision
• 401(k) (Roth and Traditional)
• Pet Insurance
• Parental Leave
• Paid Time and Sick Time off
• 10 Paid Holidays and 1 Birthday Pay
• Paid Volunteer Time
• College Tuition Reimbursement

Communication during the recruitment process regarding interview requests or job offers will come directly from a recruiting team member with a silacins.com email address.

At SILAC, we celebrate a diverse and inclusive work environment, where we honor and support varying backgrounds, beliefs, and perspectives for the benefit of our business, including our employees and products. We are proud to be an equal-opportunity workplace and strive to be a place where every employee feels they belong. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or a special need that requires accommodation, please let us know.