iShare Inc

Compensation

Full Description

Remote, Contract role. Initial contract term 4-6 Months. About the Role We are seeking compassionate and detail-oriented Customer Service Representatives (CSRs) to join the Beneficiary Services Contact Center team. This role supports beneficiaries of life insurance policyholders by helping them manage accounts created to receive benefit payouts. As a CSR, you will be the first point of contact for beneficiaries who are navigating financial processes during a sensitive time. You will provide guidance with empathy, resolve account-related issues, and support beneficiaries in understanding and managing the funds transferred into their beneficiary accounts. Key Responsibilities • Serve as the primary contact for beneficiaries receiving welcome packages and account access. • Handle inbound calls related to: • Account setup, password resets, and login support. • Debit card issues (non-receipt, PIN resets, replacements). • Balance inquiries and transaction dispute resolution. • Setting up auto bill payments, including mortgages and utilities. • Assistance with account transfers or closures in line with policy guidelines. • Provide clear information on account options, benefits, and next steps while encouraging responsible management of funds. • Demonstrate high levels of empathy, patience, and professionalism when working with beneficiaries who may be coping with loss. • Accurately document interactions and escalate complex cases to the appropriate teams when necessary. • Uphold compliance with internal policies, financial regulations, and customer confidentiality standards. Qualifications • High school diploma or equivalent; associate or bachelor’s degree preferred. • Prior experience in a call center, financial services, insurance, or banking environment. • Empathy & Compassion: Ability to connect with clients during emotionally challenging situations. • Strong communication skills with the ability to explain financial processes clearly and with compassion. • Proven ability to handle sensitive conversations with empathy and professionalism. • Proficiency with account management systems, CRM tools, and standard office software. • Experience supporting beneficiaries or clients in financial/insurance contexts. • Knowledge of financial account operations (debit cards, ACH payments, bill pay, dispute resolution). • Problem-Solving: Skilled in quickly identifying issues and providing effective solutions. • Attention to Detail: Ensures accuracy in account transactions and documentation. • Customer Focus: Dedicated to delivering positive client experiences. Adaptability: Ability to navigate complex policies and changing client needs. This is a remote position.