Customer Service Representative

Until further notice, the claims department for North Carolina Mutual Life Insurance Company will not be answering calls beginning at 3:30 pm Monday-Thursday. If you call after this time, please leave a message and someone will return your call as soon as possible. North Carolina Mutual apologizes for any inconvenience this may cause. On October 31, 2022, North Carolina Mutual Life Insurance Company, by Order of the Wake County Superior Court, entered Liquidation which will result in a new claims review and payment process for policyholders and beneficiaries. Going forward, state Life and Health Insurance Guaranty Associations will be providing coverage for NC Mutual’s policyholders residing in the United States, subject to the statutory limitations in their enabling acts. The Guaranty Associations have contracted with the Liquidator of NC Mutual to continue administration of NC Mutual policies covered by the Guaranty Associations, and at this time, the contact information has not changed for NC Mutual. Your NC Mutual policy remains in effect and Policyholders should continue to make premium payments to avoid a lapse in coverage. A lapse in coverage may affect any policyholder claims that are submitted . This new process may increase the timing of receiving payment of your claim to a period of between four to six weeks. As the claims process becomes more efficient, the time between submission and payment of claims could be reduced.

A Customer Service Representative is responsible for handling an array of duties. Some of these tasks including interacting with customers over the phone and/or via email. Throughout all of these interactions Customer Service Representatives must maintain a high level of professionalism and present the organization in the best light possible. Each interaction affects the company’s bottom line in either a positive or negative way, so a great Customer Service Representative must add value to the organization.

ESSENTIAL JOB FUNCTIONS AND DUTIES:

• Effectively manage large amount of incoming inquiries via phone, email, and letter. Performs other duties as assigned.
• Identify and assess customers’ needs to achieve satisfaction.
• Process policy changes, payments or other policy related matters.
• Build sustainable relationships of trust through open and interactive communication. Respond promptly to customer inquiries.
• Provide accurate, valid and complete information by using the right method/tools.
• Handle complaints, provide appropriate solutions and alternatives within specified time limits and follow up to ensure resolution.
• Follow procedures, guidelines and policies.
• Obtain and evaluate all relevant information to handle and service inquiries.
• Assist customers in filling and filing of policy documents and contact them whenever any error is discovered, or when documents need to be corrected.

EDUCATION AND EXPERIENCE:

• Bachelor’s Degree (Preferred) – Type at least 25 words per minute
• One (1) year working in a call center (Preferred)

KNOWLEDGE, SKILLS AND ABILITIES:

• At least 1 – 3 years’ of relevant work experience
• Excellent phone etiquette and excellent verbal, written, and interpersonal skills
• Ability to multi-task, organize, take initiative, problem solve and prioritize work
• Strong computer skills including Microsoft office (Excel, Word)
• Appropriate home office workspace with internet access

WORKING CONDITIONS:

• Work from Home Position with possible onsite training & meetings
• Monday –Thursday 8:30am to 5:00pm & Friday 8:30 am to 12:30 pm

Human Resources
North Carolina Mutual Life Insurance Company
411 West Chapel Hill Street
Durham, North Carolina 27701