New Business Representative

New Business Representative

Pan-American Life Insurance Group (PALIG)

Department: U.S. Life New Business

Location: Oak Brook, IL | Hybrid Work Opportunities Available

About the Role:

Pan-American Life Insurance Group (PALIG) is seeking a detail-oriented New Business Representative to join our U.S. Life Operations team in Oak Brook, Illinois. In this role, you will support the administration of individual life insurance business by processing new business applications, conducting policy and customer research, and responding to inquiries from agents, customers, and internal business partners.

Working in a collaborative and fast-paced environment, you will review and process transactions, maintain accurate policy records, resolve service requests, and ensure compliance with company procedures and service standards. The ideal candidate is highly organized, customer-focused, and able to manage multiple priorities while delivering accurate and timely results.

This position is based in our Oak Brook, IL office and follows a hybrid work arrangement.

Essential Functions:

Daily Processing & New Business Administration

• Process new business applications and perform detailed policy research across multiple systems.
• Conduct customer, policy, and process-related research to support operational activities.
• Review daily system-generated reports and determine when follow-up action or customer outreach is required.
• Communicate proactively with customers through written and verbal correspondence.
• Review applications for completeness, accuracy, and consistency of information.
• Communicate with field agents regarding outstanding requirements, applicant information, system updates, and underwriting needs.
• Accurately enter application information into administrative systems, including applicable riders and dividend options.
• Establish bank draft and payment arrangements in accordance with company procedures.
• Coordinate with medical vendors to obtain examinations, medical histories, and other underwriting requirements.
• Identify high-priority items and escalate concerns to Underwriting when appropriate.
• Prepare basic illustrations to support new business processing.

Transaction Processing & Reconciliation

• Process and reconcile basic transactional activities, including the receipt, review, and verification of financial transactions.
• Analyze transactional output and determine appropriate next steps based on established procedures.
• Resolve unmatched medical files associated with new and existing business applications.
• Process premium refunds for closed business in accordance with established guidelines.

Compliance, Quality & Service Standards

• Comply with all applicable regulatory requirements, company policies, and departmental procedures.
• Maintain current knowledge of industry regulations and product requirements.
• Deliver high-quality service to internal and external customers in accordance with established standards.
• Meet departmental productivity, turnaround time, and service performance expectations.
• Identify agent licensing, Errors & Omissions (E&O), and Anti-Money Laundering (AML) concerns during application review.
• Communicate identified issues to field representatives and/or Contracting & Licensing as appropriate.

Customer & Agent Support

• Respond to telephone inquiries professionally and efficiently, ensuring issues are resolved whenever possible.
• Respond to email inquiries accurately and professionally within established service-level expectations.
• Place outbound calls as needed to gather information, resolve issues, and complete customer requests.

Other Duties or Projects as Assigned

• Perform other duties and special projects as assigned.
  

Education & Experience:

• Required: High school diploma or equivalent and a minimum of one year of customer service experience. An associate or bachelor's degree may be substituted in lieu of experience.
• Preferred: Bilingual proficiency in English and Spanish. Completion of LOMA 280/281 or Level 1 certification within 12 months of employment.

Knowledge, Skills & Abilities (KSAs):

• Strong attention to detail and commitment to quality.
• Ability to prioritize work effectively while balancing workflow, customer inquiries, and competing deadlines.
• Strong organizational and planning skills with the ability to complete work accurately and timely.
• Effective problem-solving skills with the ability to gather information, evaluate situations, and recommend solutions.
• Professional written and verbal communication skills, including email correspondence and business communications.
• Ability to provide exceptional customer service to internal and external customers.
• Ability to work independently, exercise sound judgment, and perform effectively under pressure.
• Flexibility to adapt to changing priorities and business needs.
• Ability to collaborate effectively with team members and contribute to a positive team environment.
• Ability to adjust work schedules to meet business needs, including overtime and occasional Saturdays.
• Ability to work on-site as needed to support team collaboration and operational requirements.

What We Offer:

• Competitive compensation package (base salary & bonus). Base pay range of $15.00-$18.90 per hour, based on experience, plus an annual bonus target of 2%.
• Comprehensive benefits, including medical, dental, vision, 401(k), paid time off, and tuition reimbursement.
• Medical and dental coverage effective the first of the month following 30 days of service.
• Flexible work environment supporting work-life balance through a hybrid work arrangement.
• Opportunities for professional growth and career development within a global organization.

About Us:

Pan-American Life Insurance Group (PALIG) serves the life, accident, and health insurance needs of individuals and businesses across 49 U.S. states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands through its U.S.-based member companies, Pan-American Life Insurance Company and Pan-American Assurance Company.

At PALIG, our employees are our greatest asset. We value collaboration, trust, innovation, and the confidence of our policyholders. Our long-standing commitment to excellence continues to drive our success.

Pan-American Life is an Equal Opportunity Employer and a Drug-Free Workplace.