Customer Service Representative- Franklin, Tennessee

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

• Minimum 1 year of customer service, call center, life claims, insurance, financial services, or related customer-facing experience.
• Demonstrated ability to manage high-volume customer interactions while accurately documenting information across multiple systems.
• Proficiency using Microsoft Office and customer service, including the ability to navigate multiple applications simultaneously.
• Strong verbal and written communication skills with the ability to explain policy information, procedures, and documentation requirements clearly and professionally.
• Ability to manage high-volume customer call interactions while maintaining accuracy and professionalism.
• Ability to work a hybrid work schedule of Tues-Thurs in office on site in Franklin TN location and maintain established productivity, quality, compliance, and customer service performance standards.

• 2+ years of experience in life insurance, final expense insurance, claims administration, policy servicing, or related insurance operations.
• Experience supporting policyholders, beneficiaries, funeral homes, agents, and funding companies with claims inquiries and payment processing.
• Working knowledge of life insurance products, including policy benefits, premium payments, billing, policy loans, cancellations, reinstatements, and claims procedures.
• Demonstrated experience handling sensitive customer situations using empathy, de-escalation, and conflict resolution techniques.
• Experience working in a regulated environment requiring compliance with privacy, insurance, or financial services regulations.
• Proven ability to collaborate effectively with cross-functional teams to resolve customer issues and support service delivery goals.

• High school diploma or equivalent required

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.