[Remote] Employer Service Center Specialist

Note: The job is a remote job and is open to candidates in USA. Pacific Life is a company dedicated to providing financial security and support to its policyholders. They are seeking several Employer Service Center Specialists to deliver empathetic and efficient customer service in the Workforce Benefits division, focusing on enhancing the overall customer experience through both digital and human interactions.

Responsibilities

• Serves as a subject matter expert on employee-level processes within Workforce Benefits Customer Service, including a strong working knowledge of applicable workflows, products and processes
• Services and resolves inbound phone, chat and email inquiries from employees, employers and brokers, including employee-level escalations from peers, regarding Pacific Life Workforce Benefits across multiple product lines, to include Life, Dental, Vision, Disability, Supplemental Health, and Leave
• Provides education to clients on Pacific Life processes, including education on digital tools to drive self-service and digital adoption
• Ability to gather information to complete claim intake, as well as understand and articulate the status of a claim – including any outstanding requirements, next steps in processing, etc
• Provides education to employers and brokers on Pacific Life processes, including education on digital tools to drive self-service and digital adoption
• Acts as secondary line of support for peers seeking assistance with employee-level inquiries
• Ability to identify trends and suggest process improvements to deliver an improved level of customer experience
• Acts as a liaison between customer and other areas within Pacific Life to drive resolution to customer issues and drive customer satisfaction
• Helps onboard new team members and mentor them through the learning journey
• Ability to coach and mentor new and existing team members as required
• Participates and contributes to team meetings or special tasks and assignments and brings innovative ideas and a continuous improvement mindset to the department
• Consistently supports and promotes change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility
• Willingness to step-in to assist other areas of the business with Employee Services initiatives such as, training, QA or surge, with a positive, “One Pacific Life” mindset
• Fosters strong partnerships and collaborates with key internal areas, such as Compliance/Legal, Support Services, Intake/Admin, etc
• Comfortable using chat and/or video communication via Microsoft Teams throughout the day to communicate with teammates, leadership and on occasion, external customers
• Job performance must meet department standards for work prioritization, productivity, quality and timeliness
• Identifies, understands and ensures that actions, behaviors and decisions are consistent with the department, division and Pacific Life Mission & Vision
• Completes other duties as assigned with a positive, “One Pacific Life” mindset

Skills

• Strong communication skills – both written and verbal – including the ability to anticipate and address next questions/root cause
• Demonstrates an empathetic and customer centric mindset with a prove problem-solving skillset
• Ability to communicate effectively in a customer-centric and professional demeanor
• Willingness to accept coaching and provide feedback to peers, teammates, and leaders
• Ability to thrive in a flexible, but metrics-based environment
• Comfortable operating in a start-up environment where processes and procedures are still being developed
• Demonstrated ability to use sound judgement and discretion regarding confidential information
• College degree or equivalent work experience preferred
• Insurance industry background, which includes group benefits experience, preferred
• Familiarity with Microsoft applications such as, Teams, Outlook, Word and Excel
• Availability to work between 5:00 am and 5:00 pm PST, Monday through Friday, with flexibility to cover non-standard shifts as needed, given advance notice

Benefits

• Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents
• Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off
• Paid Parental Leave as well as an Adoption Assistance Program
• Competitive 401k savings plan with company match and an additional contribution regardless of participation

Company Overview