Final Expense Verification Specialist

About the role

The Final Expense Verification Specialist handles inbound or bot-generated calls, verifies customer eligibility and builds rapport so the client can be handed over smoothly to a Closer. The role is strictly verification, medical and financial qualification and call preparation, not selling, quoting or giving policy details. Specialists must follow scripts accurately so only high-quality, compliant calls reach the Closer.

Key responsibilities

• Receive warm calls from the bot system or dialer and ask all required medical qualifying questions (health indicators, major conditions, medication history, recent hospitalizations).
• Ask all required financial qualifying questions (affordability range, comfort with small monthly premiums) without quoting or selling.
• Confirm the customer meets the Final Expense campaign criteria and ensure the lead is clean and accurate before transfer.
• Build quick rapport with senior customers, identify their reason for coverage and prepare them for the licensed Closer.
• Hand over with clear pre-frame statements, keeping the customer engaged and avoiding long gaps.
• Follow the approved script word-for-word, avoid policy details, prices and underwriting decisions, and maintain a compliant, professional tone.
• Update CRM/dialer notes accurately and mark dispositions (Verified, Not Qualified, Not Interested, Call Back, Bot Error / Invalid Lead).
• Follow floor discipline, work with Closers to learn which calls convert best, and take part in coaching and feedback sessions.

Required profile

• 3-6 months of call center experience preferred; Final Expense experience is a strong plus.
• Clear English-speaking skills and the ability to connect with senior customers.
• Understanding of U.S. customer culture and strong rapport-building ability.
• High discipline, attention to detail and ability to follow scripts strictly.

What we offer

• Gym facility, medical insurance and paid leave.
• Provident fund and EOBI.
• Training programs and career path.
• Competitive salary with bonus and transportation allowance.