Customer Experience Specialist

WoodmenLife is a not-for-profit life insurance company based in Omaha, Nebraska, that has been serving families for over 130 years. They are looking to hire Customer Experience Specialists to support members, sales reps, payors, and beneficiaries, providing exceptional service and assistance with inquiries and requests. The role requires attention to detail and a passion for helping others, ensuring a positive customer experience.

Responsibilities

• Provides service to incoming calls and emails from Sales Reps, members, payors, beneficiaries, financial institutions and third parties regarding outstanding requirements for pending cases, payments, illustrations, values, claims, disbursements, tax forms, annual reports, certificate changes and general inquiries
• Identifies solutions, resolves issues and provides exceptional service that enhances the customer experience
• Processes requests for forms, information, illustrations, annual reports, address, telephone, email, billing and allocation changes, death notifications, express check, credit card processing, and member benefit items
• Responds to requests either through documentation of files, routing of messages to proper section/person, email, correspondence or return telephone calls. Informs sales associates of all customer inquiries/concerns/complaints. Notifies Home Office departments or supervisors regarding complaints, misrepresentation or situations that require further handling
• Maintains knowledge of all Life, Annuity and/or health products. Maintains knowledge of company systems, policies and procedures for Core Operations, including policies and processes for Underwriting, suitability, claims, replacement, payments, illustrations, disbursements and policy changes
• Attempts conservation to retain membership. Processes referrals for our Sales force to increase membership efforts

Skills

• Reliable, wired internet connection is required for this position
• High school diploma or equivalent education/work experience
• Strong computer skills with typing 40+ wpm with emphasis on accuracy
• Is flexible, adapts to changes, deals with ambiguity, and changes plans/focus to meet demands of the situation
• Ability to learn and understand detailed insurance information related to WoodmenLife's departments and products and clearly communicate this information to others both verbally and in writing
• Demonstrates high level of concentration, basic math skills, attention to detail, initiative, multitasking, and organizational skills with the ability meet expectations
• Ability to maintain confidentiality, sensitivity and professionalism
• Demonstrates critical thinking and growth mindset with the ability to learn, analyze, interpret, problem solve and identify solutions
• Engages well with others and is passionate about providing an exemplary customer experience
• Excellent customer service skills, demonstrating a passion for helping customers, friendliness, patience, effective listening and ability to build effective relationships. The ability to provide seamless, trustworthy, attentive and resourceful (S.T.A.R.) customer service
• Previous experience in a customer service environment, with financial services or call center experience preferred

Benefits

• Eligible for monthly and quarterly bonuses driven by your individual performance and attendance
• Equity and promotional increases upon demonstrated proficiency of various call center skills
• 6% premium for all hours work after successful completion of initial training
• Ability to train and work 100% remote if more than 50 miles from the Home Office.  If you are within 50 miles of the Home Office, in-person training is required but you are eligible to work 100% remote after successful completion of training.

Company Overview