Customer Experience Specialist (Resource Center)

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.
The Resource Center is a call center responsible for answering phone calls and emails from customers and agents regarding the status of their life insurance applications. Specialists in the Resource Center are trained to answer calls and emails regarding the life insurance application and underwriting process which includes, but is not limited to: providing the status of life insurance exams, collecting information needed for the application review process, answering questions regarding the underwriting process and handling general forms questions.
Each team member is responsible for achieving specific performance standards. To be successful in this position, you must have a passion for customer service and providing a high-quality customer experience by consistently projecting a professional and pleasant attitude, while also striving to provide accurate information at all times.  In addition, you must have excellent communication and decision-making skills with the ability to multi-task within a fast paced, team-oriented environment. We are looking for employees that have a thirst for new knowledge and a curiosity for the insurance industry. You will be expected to increase your job-related skills and grow your industry knowledge, which will help you progress through your career path at Protective.

Primary job responsibilities

• Answering inbound telephone calls and emails from clients, agents and home office employees
• Maintaining accurate documentation of activity for each file
• Communicating with New Business Teams, Marketing, TeleLife, General Agencies, Agents and other Resource Center members regarding current status, problems/processes.
• Document reporting of underwriting-specific information and handle miscellaneous requests from other departments as needed or assigned by management

Qualifications

• High school diploma or equivalent required, some college a plus.
• Customer service experience ideal
• Previous customer service experience in a Call Center environment desired
• Excellent telephone, verbal and written communication skills 
• Ability to effectively and efficiently navigate through multiple programs and screens while assisting callers and providing accurate policy information
• Strong client focused mindset
• Ability to balance speed and accuracy
• Strong problem solving and decision-making skills
• Ability to work well in a team environment that is focused on accountability and reliability
• High aptitude for learning and growing
• Proficiency in a Windows based environment (Office 365 & Microsoft Teams)
• Flexible to work any shift within the contact center, starting on-site -- our hours of operation are as listed (Monday-Thursday 7:00am – 6:30pm / Friday 7:00am – 5:00pm CST)

Employee Benefits:  We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through 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.
Diversity and Inclusion: At Protective, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. Our goal is to grow and develop our people, attract diverse talent and support strong, diverse communities.
We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace unique skills and abilities. Our aim is to create an equitable and accountable environment for all leaders and employees that will drive performance and impact business strategy. In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities and focus on retention of key talent.
We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and grow