Policyholder Services Specialist

Committed to providing life insurance solutions since 1969 in the United States and globally since 1975, Citizens, Inc. is a publicly traded company (NYSE: CIA) that has maintained a listing on the New York Stock Exchange since 2002. Operating through our insurance subsidiaries, we strategically offer traditional insurance products in niche markets to capitalize on competitive advantages. With a dedicated team of over two hundred and thirty employees and a network of several hundred agents, our reach extends to Latin America, Central America, and Asia.

THE OPPORTUNITY

Title: Policyholder Services Specialist 

Job Type: Full-time Non-exempt

Reports to: Deborah Fox

Location: Austin, TX (Corporate Headquarters located in the Domain)

At Citizens, Inc., we've curated an exceptional work environment that goes beyond the ordinary. Our open-plan workspace offers panoramic views of the Domain with multiple conference rooms readily available. Start your day with complimentary coffee in our large break area, enjoy walks on the scenic trails nearby, or hit our onsite gym. Our Lunch Drop service provides the luxury of delivering delicious meals directly to our suite for a stress-free lunch break. For financial needs, the onsite bank is at your service. Furthermore, enjoy the convenience of free covered parking in our garage, featuring charging stations for electric vehicles. Participate in our various monthly employee events designed to enhance our cultural engagement. At Citizens Inc., we prioritize strong employee involvement to foster a dynamic workplace culture. Elevate your career with us, where your workplace is more than just an office; it's a destination for growth, innovation, and a flourishing community.

WHAT YOU GET TO DO:

Communication and Customer Service: 

• Main Function is answering phones
• Processes policy options, policy changes, beneficiary, ownership, deceased ownership address changes, etc.
• Provides clerical assistance, communicates, and processes various requests by telephone, letter, fax, and e-mail
• Promotes customer retention using service recovery strategies; provides dissatisfied customers with explanations of policy benefits, provisions, and settlement options to improve customer retention and increase customer loyalty
• Keeps records of customer interactions and transactions in the Tele memo application, recording details of inquiries, complaints, and comments, as well as actions taken
• Verifies customer’s identity and adheres to SOX Controls

Administrative and Organizational:

• Prepares and organizes file documentation

Miscellaneous:

• Performs other related duties as required and assigned

WHAT YOU NEED TO SUCCEED:

• Bilingual (English/Spanish)
• High school diploma or GED 
• 1 year of experience in a call center or customer service role preferred.
• Computer literacy; proficiency in Microsoft Word, Excel, Outlook, and some data entry experience
• General Math Skills
• Excellent written and verbal communication skills
• Ability to effectively present information and respond to questions through all lines of communication. (phone, email, mail, fax)
• Prioritize work and manage multiple tasks and assignments
• Strong organizational and planning skills
• Quick learner
• Attention to detail and problem-solving skills
• Ability to contend with a wide variety of people on various issues

BENEFITS (the fun stuff)

As an employee of Citizens, we promise you the opportunity to make a meaningful difference in the lives of our customers, communities, and one another. We believe in fostering a culture of camaraderie, where your ideas are valued, and collaborative efforts drive innovation. Our commitment to rewarding work extends beyond professional growth to recognize your individual contributions and achievements.

We take a complete approach to our employees' well-being. Our benefits package includes medical, dental, vision, short-term and long-term disability, AD&D, group term life insurance, and a matching 401k to secure your financial future. Our benefits plan allows for Virtual Visits and access to our Employee Assistance Program, showcasing our commitment to your health and work-life balance. Enjoy the added perks of generous Paid Time Off and holidays, ensuring you have the time to recharge and savor life outside of work. Join us and embrace a workplace that values not only your professional growth but also your personal fulfillment.

At Citizens, our employees and customers are at the heart of everything we do. Our success as a company begins with our team of employees and departments to service our customers. That's why we strive to create an environment where employees are equipped and challenged to reach their full potential.

Citizens is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender identity, national origin, age, disability, or veteran status. We are committed to fostering a diverse and inclusive workplace where every individual is valued, and all qualified applicants are encouraged to apply.