Job Description

Job Title: Policy Service Representative Trainee

Department: Policy Service

Reports To: Jenny Redd

Location: Home Office

Job Type: Full Time

Commitment to Core Values

At Illinois Mutual, our culture is built around our four core values. These values shape how we operate and define our expectations of each team member’s contributions:

• Be honest, reliable and respectful
• Think of other first
• Work together to create results
• Stand out with personal, caring service

Job Summary

The Service Representative Trainee provides customer service through phone calls and incoming requests from our policyowners, agents or other customers under direct supervision. This position reports to the Contact Center Supervisor.

Primary Responsibilities

• Handle high-volume customer interactions while navigating multiple systems and
• completing service requests
• Respond to customer inquiries via phone, email, and written correspondence with professionalism and empathy
• Process customer requests such as beneficiary changes, policy updates, coverage verification, and form reviews
• Develop knowledge of company products, policies, systems, and processes through ongoing training
• Provide accurate, timely, and complete information using established procedures and resources
• Identify customer needs and deliver solutions that promote a positive customer experience
• Build foundational knowledge across all policy types
• Escalate complex customer concerns to appropriate team members when necessary
• Meet established service, quality, productivity, and performance goals
• Support teammates and contribute to a collaborative work environment
• Perform other duties and special projects that support the Policy Service department

Anticipated Salary: $35,000

Benefits Overview: We strive for our employees to feel appreciated and supported, both professionally and personally. Our comprehensive benefit and discount package that meets a variety of needs is one way we demonstrate this. Some of our most admired benefits include:

• Compressed 4 1/2-day work week (Half-Day Fridays)
• No monthly premium cost for employee medical, life and disability insurance coverage
• Paid time-off accrual, including annual rollover; and paid holidays
• Competitive 401(k) plan with immediate vesting on Company contributions
• Discounted on-site employee cafeteria
• On-site exercise facility and company-provided exercise time
• Tuition reimbursement and training incentives
• Access to voluntary dental and vision insurance coverage

Qualifications

· Minimum of one year of customer service experience

· Strong verbal and written communication skills

· Exceptional customer focus with a positive, professional attitude

· Ability to manage multiple priorities and work efficiently in a fast-paced environment

· Ability to maintain confidentiality and adhere to privacy standards

· Ability to learn systems processes and procedures quickly

· Strong attention to detail and commitment to accuracy

· Sound judgment and problem-solving skills

· Ability to work successfully in a team environment

· Proficiency in Microsoft Office Programs

· Strong math and analytical skills

Required Competencies (Proficiency Level)

• Accountability (1)
• Continuous Learning (1)
• Customer Focus (1)
• Integrity (1)
• Organizational Awareness (1)
• Teamwork (1)

Preferred

• Previous contact center, customer support, or service center experience
• Insurance industry experience
• Bilingual skills (Spanish)

What Makes You Successful

• Patient, empathetic, and committed to helping customers
• Adaptable and comfortable interacting with a variety of personalities
• Self-motivated with a strong desire to learn and grow
• Flexible and responsive to changing priorities
• Dependable, collaborative, and service-oriented

This job description is intended to provide a general overview of the position and does not include every detail of the role.