Customer Service Associate

Pan American Life Insurance Co.
Job Description
Job Description: Customer Service Associate
The Customer Service Associate 2 will perform all the duties necessary to ensure quality customer service for our policy holders, producers/brokers and other stakeholders.  The basis for achieving quality customer service is consistency in maintaining departmental performance standards for quality and customer service in the administration of financial and policy services as well as any related activities as it relates to the US Life Division. The incumbent will spend time using verbal and written communication skills in both English and Spanish, on an as needed basis, for the entire team.
Job Responsibilities include the following:
  • Responsible for handling various customer service functions for the US Life Division.  Some examples are as follows:
    • Return Mail processing and performing follow up letters as required
    • Monitoring and handling Life-Comm daily notifications as required 
    • Support the administration required for our Disability policyholders such as handling the Return of Premium Rider functions, Return of Premium Security Account monitoring/processing  and  Renewal at Age 65, etc. 
    • Replacement Processing
    • Conversion Processing and Mailing of Policyholder letters
    • Maturity processing
  • Perform detailed research in our policyholder files stored within our Document Management System (DMS), as required   
  • Responsible for performing a complete and thorough due diligence for each process and or procedure, as mandated to comply with our AML/KYC/FATCA regulatory compliance requirements.
  • Monitor and take action on various Workbench/Workflow assignments, to ensure incumbent is meeting or exceeding the service standards established for each function performed    
  • Perform various accounting functions as required, for administration functions performed. Close daily accounting batches as required.
  • Monitor and clear suspense accounts on an as needed basis within the timing standards established by corporate accounting
  • Handle return calls to our policy owners and or producers on an as needed basis
  • Participate in team meetings 
  • Compete special assignments and projects, as delegated from management
  • Train to perform other departmental processes that support the Financial and Policy Services team
  • Responsible for miscellaneous duties such as filing, creating files, updating spreadsheets and the preparation and mailing of letters/correspondence      
Job- Specific Competencies Required:
  • High School Diploma and 1-2 years business experience
  • Must be fully Bilingual (English/Spanish), able to read/write/speak in both English and Spanish
  • Bachelor’s degree in business-related  field
  • Previous Individual Life Insurance Experience is a plus
  • Strong computer skills and knowledge of MS Office applications (Intermediate level in Excel)
  • Strong communication skills, both written and verbal
Contact Information