Customer Experience Specialist

WoodmenLife is looking to hire Customer Experience Specialists to join our team!

This is an in-office position that will be eligible for a hybrid work schedule after 6 months.

We are currently searching for Customer Experience Specialists to support members, sales reps, payors, and beneficiaries. We are looking for someone with strong attention to detail and high learning agility. As a vital part of our organization, Customer Experience Specialists demonstrate care and have a passion for helping others. We help provide the best service possible to our customers and sales representatives.

WoodmenLife is one of the best places to work in Omaha and has been in business for over 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.

Why Customer Service at WoodmenLife:
• Unique opportunity to truly impact the experience our customers and sales reps have in working for and with WoodmenLife through the interactions and partnerships with Customer Service
• 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.

We are looking for someone who:

• Continually reviews and analyzes the workflow to provide efficient service and meet service level goals.
• 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
• 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

We need someone who has:
• Reliable, wired internet connection is required for this position
• 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 expecta