Payment Center Customer Service Rep
National Life Group, Addison, TX, United States
Summary
We will train you to work directly with customers across America to ensure they have a positive experience in understanding and optimizing their life and annuity policies with National Life Group. You will empower customers by providing information, help to solve important issues, and collaborates with the team to reach our full potential and achieve results. You will build skills that allow you to complete first-call resolution by having experience in call handling and payment processing. Ultimately, you will be an active and engaged member of a team dedicated to bringing peace of mind to all we serve.
Responsibilities
Identifies, understands, and interprets customer needs, responding to a variety of questions (e.g. payment related statuses, requirements needed, policy value inquiries, product structure etc.) from a diverse group of agents, policyholders, and customers, in a high-volume inbound call environment, and implements resolutions in a way that provides quality customer service with urgency and caring curiosity.
Navigates multiple technology systems (e.g. mainframe, CRM, SalesForce, Five9, etc.) to research customer questions and concerns, notate the policy after each interaction, and submit work items (e.g. disbursement of money, requests, payments, etc.) to accurately service the variety of transactions that occur over the lifetime of a customer.
Processes payment-related transactions (e.g. inbound payments and disbursements on life and annuity policies) in accordance with expectations and is able to meet standards on quality, timeliness, and accuracy.
Utilizes significant product knowledge (e.g. legacy product knowledge, life insurance, annuity) to guide and educate agents on both simple and complicated requests (e.g. submitting applications, offering options, self-service, how to use technology or processes, etc.), asking questions to provide information relevant to the customer’s wants and needs.
Factors That Lead To Success
Customer Focus: You get excited, and feel rewarded in helping people
Detailed-oriented with a focus on quality and timeliness: You are proud of providing quality work in a timely manner
Resiliency: You quickly adapt to business needs (new information/processes, pivoting from one task to another) under pressure, bouncing back from setbacks easily
Nimble Learner: You are naturally curious and eager to learn with the ability to navigate ambiguity to arrive at the answer, even when not all the information is readily available
Self-Development: You take ownership of issues and instill confidence in the caller while collaborating across multiple departments
Demonstrate Self-Awareness: You are empathetic and intuitively relate to others
Communicates effectively/Interpersonal Savvy: You can clearly convey your message verbally and written and demonstrate strong listening skills with customers and internal teammates
Tech-savvy: You are great at multi-tasking in a fast-paced environment and are computer savvy (web searches, MS Office and Mainframes)
Collaborative: You easily build positive, professional relationships with our customers and internal stakeholders
Thinks critically: You have a knack for seeing how things can be done more efficiently and effectively, and are open to continuous improvement and change
Minimum Qualifications
Associates degree or higher (preferred)
You have 2+ years of professional work experience interacting with customers
Basic ability to read and interpret information
Perform arithmetic, ratios, rates and percentages
What You’ll Find At National Life Group
Competitive pay (starting at $22/hr.) and outstanding health, wellness, and insurance benefits
Genuine opportunities for growth and career advancement
Full tuition sponsorship for completing your undergraduate and graduate degrees with University Arizona World Campus; additional $5K in annual tuition reimbursement
Paid time off and holidays
40 hours of community service hours annually
A culture committed to inclusion and diversity
Environmental
Work schedule hours: Monday-Friday 8am-7pm ET (9a-6p CT) Monday-Friday
Structured schedule, with built in breaks
Time spent on the phone speaking with customers and processing customer and agent requests
National Life Group is an at-will employer and reserves the right to modify base salary or any other compensation or benefits programs at any time, including due to individual performance or market factors.
National Life is accepting applications for this role on an ongoing basis and the role remains open until filled.
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Responsibilities
Identifies, understands, and interprets customer needs, responding to a variety of questions (e.g. payment related statuses, requirements needed, policy value inquiries, product structure etc.) from a diverse group of agents, policyholders, and customers, in a high-volume inbound call environment, and implements resolutions in a way that provides quality customer service with urgency and caring curiosity.
Navigates multiple technology systems (e.g. mainframe, CRM, SalesForce, Five9, etc.) to research customer questions and concerns, notate the policy after each interaction, and submit work items (e.g. disbursement of money, requests, payments, etc.) to accurately service the variety of transactions that occur over the lifetime of a customer.
Processes payment-related transactions (e.g. inbound payments and disbursements on life and annuity policies) in accordance with expectations and is able to meet standards on quality, timeliness, and accuracy.
Utilizes significant product knowledge (e.g. legacy product knowledge, life insurance, annuity) to guide and educate agents on both simple and complicated requests (e.g. submitting applications, offering options, self-service, how to use technology or processes, etc.), asking questions to provide information relevant to the customer’s wants and needs.
Factors That Lead To Success
Customer Focus: You get excited, and feel rewarded in helping people
Detailed-oriented with a focus on quality and timeliness: You are proud of providing quality work in a timely manner
Resiliency: You quickly adapt to business needs (new information/processes, pivoting from one task to another) under pressure, bouncing back from setbacks easily
Nimble Learner: You are naturally curious and eager to learn with the ability to navigate ambiguity to arrive at the answer, even when not all the information is readily available
Self-Development: You take ownership of issues and instill confidence in the caller while collaborating across multiple departments
Demonstrate Self-Awareness: You are empathetic and intuitively relate to others
Communicates effectively/Interpersonal Savvy: You can clearly convey your message verbally and written and demonstrate strong listening skills with customers and internal teammates
Tech-savvy: You are great at multi-tasking in a fast-paced environment and are computer savvy (web searches, MS Office and Mainframes)
Collaborative: You easily build positive, professional relationships with our customers and internal stakeholders
Thinks critically: You have a knack for seeing how things can be done more efficiently and effectively, and are open to continuous improvement and change
Minimum Qualifications
Associates degree or higher (preferred)
You have 2+ years of professional work experience interacting with customers
Basic ability to read and interpret information
Perform arithmetic, ratios, rates and percentages
What You’ll Find At National Life Group
Competitive pay (starting at $22/hr.) and outstanding health, wellness, and insurance benefits
Genuine opportunities for growth and career advancement
Full tuition sponsorship for completing your undergraduate and graduate degrees with University Arizona World Campus; additional $5K in annual tuition reimbursement
Paid time off and holidays
40 hours of community service hours annually
A culture committed to inclusion and diversity
Environmental
Work schedule hours: Monday-Friday 8am-7pm ET (9a-6p CT) Monday-Friday
Structured schedule, with built in breaks
Time spent on the phone speaking with customers and processing customer and agent requests
National Life Group is an at-will employer and reserves the right to modify base salary or any other compensation or benefits programs at any time, including due to individual performance or market factors.
National Life is accepting applications for this role on an ongoing basis and the role remains open until filled.
#J-18808-Ljbffr