Fidelity Life/Efinancial

New Policy Holder Services Associate

Job ID


Responsible for providing customer service to online Applicants and existing Policy Holders. This Associate will contact new policy holders upon receipt of information indicating an initial premium has not been honored by the applicant/policy owner’s bank or credit card provider.  Associate will be responsible for conservation efforts related to these policies.


  • Provide Customer support to Vericity Direct, including customer emails and calls, collection of payment and involvement with process improvement initiatives.
  • Respond to Policy Holder cancellation requests in an effort to conserve policies.
  • Make outbound calls to new policy owners and recently lapsed policy holders.
  • Answer questions from policy owners, Agents, and internal staff resulting from policy retention activities.
  • Advise policy owners on options available to them to maintain coverage or additional coverage options available to them.
  • Attempt to collect new payment information or permission to draft in an effort to conserve policies.
  • Communicate with various departments of the company and Fidelity Life if provided with other changes needed on policies, i.e. address change, beneficiary change, additional policy information.
  • Provide daily and monthly production reporting on work activity and results.
  • Performs additional assignments as needed.
  • Works to achieve high level of customer satisfaction through listening and problem resolution skills.
  • Assess degree of business risk involved in complaints and escalate to Manager or Director when necessary.


  • Strong attention to detail and accuracy
  • Professional communication skills
  • Excellent time management ability
  • Highly organized
  • Ability to multi-task in a fast-paced multi -deadline environment
  • Ability to work flexible business hours
  • Demonstrated initiative and self-motivation skills
  • Good judgment



Associate's degree (A.A.) or equivalent from two year college or technical school; and two years related experience; or equivalent combination of education and experience.  Previous experience in customer service, including answering inbound calls and handling escalated customer issues.


Computer Skills:

  • High level of knowledge and skill with web-based applications, MS Office Products and other software programs


Language Ability:

  • Ability to communicate effectively (verbally and written) with clients, team members and leadership
  • Ability to read and interpret documents such as rules, instructions and procedure manuals 
  • Ability to write routine reports and correspondence 
  • Ability to speak and write effectively with clients, team members and company leadership


Math Ability:

  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and  percentages


Reasoning Ability:

  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists 
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.


Efinancial is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. Efinancial is an At-Will Employer.



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