Customer Service Representative

Our Company

Explore how you can contribute at AmeriLife.

For over 50 years AmeriLife has been a leader in the development marketing and distribution of annuity life and health insurance solutions for those planning for and living in retirement.

Associates get satisfaction from knowing they provide agents marketers and carrier partners the support needed to succeed in a rapidly evolving industry.

Job Summary

The Customer Service Representative t is responsible for supporting the endtoend processes related to agent contracting hierarchy management and incentive compensation across Health and Wealth insurance products. This role manages escalations performs detailed analysis to resolve contracting and compensation discrepancies produces reporting and partners with Commissions and Contracting Leadership to drive process improvements. The analyst ensures accuracy operational consistency and highquality service for agents internal stakeholders and affiliates.

Job Description

Our Company

AmeriLifes strength is its mission: to offer insurance and retirement solutions to help people live longer healthier lives. By putting its mission into practice AmeriLife has become recognized as a national leader in developing marketing and distributing life and health insurance annuities and retirement planning solutions to enhance the lives of pre-retirees and retirees. For more than 50 years AmeriLife has partnered with the nations leading insurance carriers to provide value and quality to customers served through a national distribution network of over 200000 insurance agents and advisors over 70 marketing organizations and nearly 50 insurance agency locations.

Duties & Responsibilities

• Serve as a primary point of contact for inquiries related to agent contracting appointment status documentation requirements and commission or incentive compensation issues
• Research and resolve contracting and compensation discrepancies by reviewing system configurations compensation rules agent/agency hierarchy alignments and transactional data
• Maintain strong working knowledge of contracting workflows hierarchy structures upline/downline relationships and compensation impacts across Health and Wealth products
• Process updates to contracting and hierarchy records or escalate inaccuracies workflow bottlenecks or system gaps to Commissions Contracting or Technology teams
• Validate that contracting status and hierarchy alignment support accurate commission payments and compliance with regulatory and internal standards
• Produce timely accurate reporting related to contracting status compensation accuracy issue trends and service-level performance
• Analyze inquiry patterns and operational data to identify recurring issues systemic gaps or efficiency opportunities
• Recommend process improvements and partner with Commissions and Contracting Leadership to spearhead the implementation of approved enhancements
• Document all inquiries investigations and resolutions thoroughly and objectively in CRM and internal systems
• Maintain strict adherence to HIPAA PHI and organizational dataprotection requirements
• Explain complex contracting and compensation matters in clear understandable language for agents internal stakeholders and leadership
• Meet established service quality productivity and accuracy standards
• Build and maintain collaborative relationships with Contracting Commissions Operations Finance and Technology teams

Qualifications

Minimum Requirements

• Bachelors degree in business finance operation management or equivalent preferred
• Strong Microsoft Office Suite skills including Excel (VLOOKUP/SLOOKUP pivot tables data validation error-checking) and Word
• 1-3 years experience in customer service financial services or insurance operations preferred
• Advanced analytical and problem-solving skills including ability to investigate discrepancies

Knowledge Skills & Abilities

• Working knowledge of agent contracting appointment processes and hierarchy management for Health and Wealth insurance products
• Strong analytical skills with the ability to interpret contracting rules validate compensation logic and troubleshoot data discrepancies
• Ability to recognize trend patterns identify process gaps and collaborate with leadership to drive operational improvements
• Excellent written verbal and interpersonal communication skills
• Strong attention to detail with accurate data-entry and documentation skills
• Ability to prioritize multiple tasks in a fast-paced environment
• Ability to adapt to changing workflows prioritize multiple tasks and operate in a fast-paced environment

What AmeriLife Offers

A comprehensive benefits package that includes PTO medical dental vision retirement savings disability insurance and life insurance.

Equal Employment Opportunity Statement

We are an Equal Opportunity Employer and value diversity at all levels of the organization. All employment decisions are made without regard to race color religion creed sex (including pregnancy childbirth breastfeeding or related medical conditions) sexual orientation gender identity or expression age national origin ancestry disability genetic information marital status veteran or military status or any other protected characteristic under applicable federal state or local law. We are committed to providing an inclusive equitable and respectful workplace where all employees can thrive.

Americans with Disabilities Act (ADA) Statement

We are committed to full compliance with the Americans with Disabilities Act (ADA) and all applicable state and local disability laws. Reasonable accommodations are available to qualified applicants and employees with disabilities throughout the application and employment process. Requests for accommodation will be handled confidentially. If you require assistance or accommodation during the application process please contact us at .

Pay Transparency Statement

We are committed to pay transparency and equity in accordance with applicable federal state and local laws. Compensation for this role will be determined based on skills qualifications experience and market factors. Where required by law the pay range for this position will be disclosed in the job posting or provided upon request. Additional compensation information such as benefits bonuses and commissions will be provided as required by law. We do not discriminate or retaliate against employees or applicants for inquiring about discussing or disclosing their pay or the pay of another employee or applicant as protected under applicable law. Pay ranges are available upon request.

Background Screening Statement

Employment offers are contingent upon the successful completion of a background screening which may include employment verification education verification criminal history check and other job-related inquiries as permitted by law. All screenings are conducted in accordance with applicable federal state and local laws and information collected will be kept confidential. If any adverse decision is made based on the results applicants will be notified and given an opportunity to respond.