Call Center Customer Service Professional (Monday-Friday, No Weekends) Remote

Please note: You must complete the pre-employment assessment after submission of the online application for your resume to be considered.  The assessment must be completed on a computer, not a phone or tablet.

Customer Care Overview:

We are currently searching for career minded, customer service professionals, ideally with experience in Insurance and Benefits, to join our dynamic team at USAble Life! This is not your typical call center.  We are taking calls from customers who may be going through a challenging time and we need to be at our best, including you!  The ideal candidates will have experience working in a high volume call center solving complex customer concerns with grace and empathy.  Our Customer Care Representatives understand the importance of excellence in service, responding efficiently and appropriately to customer concerns, and maintaining high customer satisfaction.  Being able to deliver on our promise of making a meaningful difference in our customers lives demands excellence in word and action and our Customer Care Team delivers that everyday!   

Hours: Candidates must be able to work varying shifts of 8:00 a.m. to  4:30 p.m. CST or 8:30 a.m. to 5:00 p.m. CST 

What We Offer You:

• A culture that values employees and celebrates, empowers, and inspires a diverse workforce
• Compensation is 40k to 45k dependent upon experience.
• Outstanding and affordable benefits package including Medical, Dental, Vision, and company HSA contribution in 31 days or less
• Great hours: Monday – Friday, No Weekends or Holidays
• 401(k) with up to a 6% match that is fully vested from day one
• PTO provided on date of start plus 11 paid holidays
• Yearly performance bonus potential of $2,700
• Remote opportunity with company-provided equipment
• Paid 6 week training 
• Team-oriented, collaborative group of peers
• Career advancement opportunities
• Tuition Reimbursement
• Wellness Program
• Employee Resource Groups
• This is a remote position.

What We Do:

• Committed to delivering the best insurance products for our customers
• Invested in the success of our team members
• Engaged as a diverse group of individuals working together to go the extra mile
• Recognized as multi-year Best Places to Work in Arkansas, Florida, and Hawaii

What You'll Do:

• Demonstrate in both word and action a high quality of care, service, and accountability
• Answer a high volume of calls related to complex and sensitive insurance benefits and claims issues
• Communicate professionally and empathetically to make it easy for members and employers to understand and access their Life, Disability and Essential Care and Recovery insurance
• Exhibit our commitment to providing peace of mind
• Ensure we remain the preferred choice for employers, insurance agents, benefits administrators , and brokers in our distribution network

Essential Duties:

• Demonstrates proficiency in our products and services

• Provide exceptional service by listening, understanding, and demonstrating empathy for the caller's needs and situation
• Review and proficiently explain coverage provisions, claims statuses, and claims decisions
• Navigate multiple computer systems as sources of customer information to answer inquiries, troubleshoot claims, and investigate payment discrepancies
• Demonstrate proficiency in our products and services
• Respond to questions from members, employers, and brokers regarding claims, policies, and billing requests
• Address customer inquiries via phone and email
• Maintains well written notes on all service interactions in a Customer Management Systems (Salesforce) so that the customer and team members can quickly and accurately understand and follow up if necessary
• Manages all self-reporting related to productivity as required

Required Knowledge, Skills, and Abilities:

• Outstanding communication skills with the ability to express verbal and written information clearly and professionally
• Ability to maintain reliable high‑speed internet service with sufficient bandwidth to perform all job duties, including participating in video calls
• Ability to maintain a dedicated, distraction‑free workspace and ensure the secure, compliant use of confidential information and company equipment
• Ability to maintain punctual and regular attendance is a minimum expectation
• Experience working in a high volume call center environment is required
• Ability to listen to the customer's question, probe for appropriate information, and understand the underlying need
• Strong critical thinking and complex problem-solving skills
• Demonstrate strong troubleshooting skills and ability to work in and navigate through multiple administrative systems to locate information, investigate, and resolve service requests    
• Ability to be self-sufficient, manage time in a scheduled work environment and work well with other team members
• Knowledge of MS Office including Word, Excel, and Outlook
• Understand the sensitivity of customer data and demonstrate the ability to protect both customer and business information
• Ability to maintain perfect attendance during the 6 week training period
• Experience working in Life, Health, or Supplemental Insurance is preferred
• Bilingual in English and Spanish is a plus

Required Education and Experience:

• High school diploma or GED
• 3 years working in a professional, customer facing role either on the phone or in person
• Demonstrated career stability 

Preferred Education and Experience

• Associates Degree in Communications, Marketing, Business Administration, Insurance or related field
• 2 years of insurance experience

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

 USAble Life is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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