Customer Operations Representative
About the Role
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Our client, a leading financial services and insurance organization located in West Austin, is seeking a Customer Operations Senior Representative to join their Customer Operations team. This individual will provide customer support related to life insurance products while managing inbound calls, reviewing claims, and performing accurate data entry. The position plays a key role in ensuring customer inquiries are resolved efficiently while maintaining service standards and performance metrics. This is a collaborative but highly independent work environment focused on service excellence, accountability, and continuous learning. This position is 100% remote for candidates located within 90 miles of Austin, TX, working full-time between 8 – 5 pm on a contract scheduled through December 31, 2026 with potential for extension.
Job Responsibilities:
* Answer inbound customer service calls regarding life insurance policies and benefits
* Review and process incoming life insurance claims documentation
* Perform high-volume, accurate data entry within company systems
* Maintain and monitor claims records for reporting purposes
* Assist customers with Evidence of Insurability applications
* Respond to inquiries regarding conversion options, eligibility, premiums, and rates
* Meet or exceed established customer service and call center performance metrics
* Communicate with customers, clients, and internal partners to resolve issues efficiently
* Utilize Microsoft Office and web-based systems to document and manage case activity
* Support ongoing process improvements and contribute to operational efficiency initiatives
Qualifications:
* High School Diploma required; Associate’s Degree preferred
* Previous customer service or call center experience preferred
* Strong verbal and written communication skills
* Excellent attention to detail and data entry accuracy
* Ability to work independently in a remote environment
* Proficient with Microsoft Word, Excel, and web-based applications
* Demonstrated problem-solving and critical-thinking abilities
* Positive attitude, strong attendance record, and willingness to learn
* Ability to meet performance goals and phone queue metrics
* Insurance, claims processing, or financial services experience is a plus but not required
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