Annuity Support- Customer Service Specialist

The work we do has an impact on millions of lives, and you can be a part of it.We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.
As a Customer Support Senior Specialist for our Annuity/Retirement support team, you will be the voice of Protective for our retail retirement contract owners and financial advisors. This role blends customer service, problem-solving, and financial acumen in a fast-paced, team-oriented environment. You’ll partner with internal teams and leverage technology to resolve inquiries, educate customers, and support our managed-money approach. This is an excellent opportunity for individuals looking to launch or pivot their careers in financial services.
This position requires that you start in-person for 6-8 weeks of training before transitioning to a Hybrid schedule.

Key Responsibilities:

• Customer Interaction: Provide high-quality customer service via phone and email to financial professionals and customers.
• System Navigation: Navigate and utilize various software tools to research contract information and deliver effective solutions.
• Documentation: Accurately document and resolve account information requests and updates.
• Customer Education: Educate customers on digital tools and self-service options.
• Transaction Processing: Process allocation change instructions within variable products.
• Performance Goals: Consistently meet or exceed individual and team performance metrics.

Skills, Abilities, and Knowledge Required:

• Decision-Making & Problem-Solving: Ability to evaluate information from multiple sources, follow procedures, and mitigate financial and fraud risks.
• Communication: Strong listening, verbal, and written communication skills with emotional intelligence and adaptability.
• Learning Agility: Willingness to embrace change and continuously learn new systems, products, and procedures.
• Dependability: Reliable attendance and punctuality.
• Technical Proficiency: Proficiency in Windows-based environments, including Office 365 and Microsoft Teams.
• Client Focus: Strong client-focused mindset with an understanding of managed-money principles.

Qualifications:

• High school diploma or equivalent required.
• Associate or Bachelor’s degree preferred.
• 2+ years' experience in financial services (Life Insurance, Annuities, Banking, Group Retirement) is highly preferred.
• 1 year of prior customer service or contact center experience required.
• Knowledge of the annuity industry is helpful.

Work Schedule & Training Details:

• Must be available Monday–Friday between 7:30 AM – 5:00 PM CST.
• Training schedule: 8:00 AM – 4:30 PM CST.
• Hybrid work model post-training (3 days in-office, 2 days remote).

Employee Benefits:  We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health.  Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.   
Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.
Accommodations for Applicants with a Disability:If you require an accommodation to complete the application and recruitment process due to a disability, please email martina.winston@protective.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.
Please note that the above email is solely for individuals with disabilities requesting an accommodation.  General employment questions should not be sent through this process.
We are proud to be an equal opportunity employer committed to being inclusive and