[Remote] Policyholder Services Representative (Remote)

Note: The job is a remote job and is open to candidates in USA. Davies North America is at the forefront of innovation in the insurance and regulated sectors, providing top-tier professional services. They are seeking an experienced Policyholder Services Representative to respond to customer service inquiries, ensuring a high level of empathy and professionalism in communication with policyholders and their representatives. Responsibilities Provide exceptional customer service in a phone support role Empathetically assist policyholders and/or their representatives by providing information on highly individualized policy inquiries Utilize excellent oral and written skills to communicate with policyholders and/or their representatives by telephone and in writing, as well as with internal co-workers Identify needs of caller utilizing active listening skills; professionally and appropriately respond to inquiries meeting department’s established guidelines, policies, and procedures Complete document processing in an efficient and effective manner Update and change customer contact and policy information with accuracy Respond to all written inquiries, communicating clearly and with proper grammar Meet or exceed all established minimum expectations/metrics and goals for the position Meet or exceed standards for productivity and quality as established for the role Appropriately process all confidential information abiding by Health Insurance Portability and Accountability Act (HIPAA) privacy laws Ensure smooth transition of inquiry to appropriate department if/when necessary Support company values of We are Dynamic, We are Innovative, We are Connected, and We Succeed Together Perform other duties as assigned Skills High School education/GED required with a minimum of one (1) year customer service or other relevant work experience required or an equivalent combination of education and experience Proficient computer skills and experience in Microsoft Office products required Possess a high degree of tact, empathy, and professionalism Exceptional interpersonal skills with an enthusiastic nature and an overall passion for excellence Possess the ability to use strong and effective listening skills to ask appropriate questions to fully understand the needs of policyholders and representatives Effectively relay complex insurance information and policy language into basic understandable concepts Superb written and verbal communication skills; must be clear and concise, both in written communications and when speaking to policyholders and representatives Detail oriented with the ability to work independently as well as part of a team Ability to toggle between multiple screens while documenting and speaking with policyholders Exceptional attention to detail with excellent organizational skills Proactively provide creative and analytical recommendations to management for process and performance improvement Insurance or medical background preferred Understanding of medical terminology, health insurance, claims, and/or LTC preferred Benefits Medical, dental, and vision plans to support your health and that of your family A 401(k) plan with employer matching Time‑off policies, including Discretionary Time Off (DTO) for exempt employees and Paid Time Off (PTO) for non‑exempt employees Paid holidays Life insurance and short‑term and long‑term disability coverage Paid sick leave Paid family and parental leave Company Overview We deliver professional services and technology solutions across the risk and insurance market, including claims, underwriting, distribution, regulation, customer experience, human capital, digital transformation and change management. It was founded in 1984, and is headquartered in San Antonio, Texas, USA, with a workforce of 5001-10000 employees. Its website is