Final Expense CSR

1 week ago

Rawalpindi, Punjab, Pakistan Shark Technologies 2.0 Full time 1,200,000 - 3,600,000 per year

Job Title: Final Expense CSR (Customer Service Representative)

Location: Bahria Town, Rawalpindi

Job Type: Full-time | Customer Support / Insurance Services

Department: Final Expense Support Team

Job Summary

We are seeking a proactive and customer-focused Final Expense CSR to assist clients with their life insurance inquiries, policy updates, and general support related to final expense products. The ideal candidate will have excellent communication skills, a problem-solving mindset, and preferably some experience in the insurance industry.

As a Final Expense CSR, you will play a critical role in ensuring a smooth post-sale experience for our clients — handling calls, verifying policy information, assisting with payments or beneficiary changes, and supporting the closing and onboarding teams as needed.

Key Responsibilities

  • Handle inbound and outbound calls from clients regarding final expense life insurance policies
  • Provide accurate and clear information about policy status, coverage, billing, and claims process
  • Assist clients with policy updates such as address changes, beneficiary updates, or payment inquiries
  • Follow up on pending documentation or verification requests
  • Collaborate with closers, sales agents, and underwriting teams to ensure a smooth handover post-sale
  • Ensure compliance with privacy laws, internal policies, and insurance regulations (HIPAA, TCPA, etc.)
  • Maintain accurate client records and notes using CRM systems
  • Resolve client concerns professionally and escalate complex cases to supervisors when necessary
  • Support retention efforts by promoting policy understanding and value to clients
  • Meet service-level KPIs such as average handle time, first-call resolution, and customer satisfaction

Qualifications

  • 1+ years of experience in customer service, preferably in insurance or a call center environment
  • Strong communication skills in English (spoken and written)
  • Ability to explain insurance-related topics clearly to clients, many of whom are seniors
  • Familiarity with life insurance products (especially final expense) is a plus
  • Basic computer proficiency and experience with CRM or call management systems
  • Ability to handle high call volumes while maintaining quality service
  • Strong attention to detail and organizational skills
  • Empathetic and solution-oriented approach to customer service

Preferred Qualifications

  • Previous experience in U.S.-based insurance or financial campaigns
  • Knowledge of U.S. life insurance carriers and terminology

Compensation & Benefits

  • Competitive salary
  • Performance incentives
  • Ongoing training and professional development
  • Career growth opportunities within the insurance support or sales team

Job Type: Full-time

Experience:

  • Final Expense: 1 year (Required)

Work Location: In person

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