Customer Service Spec

WoodmenLife is looking for a Customer Service Specialist to join our team! We are currently searching for a Customer Service Specialist to support members, sales reps, payors, and beneficiaries. WoodmenLife is one of the best places to work in Omaha and has been in business for 130 years. As a member of the WoodmenLife family, you’re joining others who share your commitment to family, community and country. Through WoodmenLife, you’ll have opportunities to connect with others, give back locally, and honor those who make an impact. As a not-for-profit life insurance company, we’ve been helping to protect the financial future of families, making a difference in hometowns across America since 1890. We are passionate about our members, servicing others, being open minded, providing an environment of inclusion and collaborative spirit. We also provide world class benefits to our associates. Is this the type of company you could work for? We are looking for someone to:  Continually reviews and analyzes the workflow to provide efficient service and meet service level goals. Makes recommendations for changes that enhance the process and improve customer service Meets expectations for attendance and punctuality in accordance with the expectations established by your supervisor and WoodmenLife policy Adheres to Core Operation’s Behavioral Standards including focusing on solutions, being open to feedback and dialogue, taking initiative, and be involved and accountable Performs other duties as assigned by management Level 1: 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 Level 2: Completes all level one duties, including servicing multiple call types for Life, Annuity and health products independently Maintains advanced knowledge of Core Operations systems and procedures Detects problems/discrepancies and takes initiative to resolve We need someone who has:   Level 1: High school diploma or equivalent education/work experience.  Previous experience in a customer service environment, with financial services or call center experience preferred 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 Level 2: Possess advanced knowledge of Core Operations systems and procedures Demonstrated problem solving, decision making and conflict resolution skills Demonstrated ability and is fully proficient in servicing the majority of call types for Life, Annuity and health products independently  Demonstrated ability to detect discrepancies, complete research and exhibit initiative to resolve complex cases WoodmenLife offers a competitive compensation package and a comprehensive benefits package. More information about our benefits can be found at https://www.woodmenlife.org/careers/home-office/benefits/. As part of WoodmenLife’s employment process, candidates will be required to complete a criminal background check, credit check (where required for position), Fingerprint check (where required for position), drug screen and reference checks. Any offer of employment will be contingent upon successfully passing the above. WoodmenLife is committed to excellence in diversity by creating an inclusive work environment that values and respects all individuals. We welcome and embrace associates, regardless of background and beliefs. WoodmenLife respects every associate’s unique perspective and contribution. We are committed to creating an inclusive environment that values differences, and creates opportunities for growth, leadership and service. This commitment includes providing equal opportunity in recruitment, employment and promotion, training and community outreach. WoodmenLife is also dedicated to strengthening the communities in which its employees live. APPLICANTS WITH DISABILITIES SHOULD ADVISE THE HUMAN RESOURCES DEPARTMENT AT THE TIME OF APPLICATION IF SPECIAL ACCOMMODATIONS ARE NEEDED. Woodmen of the World Life Insurance Society (WoodmenLife) is an equal opportunity employer

Salary : $29,600 - $37,500