Customer Engagement Specialist / Individual Life Financial Services

OneAmerica Financial • Indianapolis, IN

23h • Hybrid

About The Position

The Customer Engagement Specialist will support the Individual Life Financial Services business at OneAmerica Financial. This role is responsible for interacting with customers with urgency and empathy, delivering customer service that exceeds their expectations. The Specialist will interact directly with agents and clients on behalf of OneAmerica Financial and its subsidiary companies via telephone and email. The position serves as a primary point of contact for the client, ensuring they are heard through active listening, an outside-in perspective, and driving one-call resolutions. This role adds value to the organization by directly supporting the needs of customers and requests from agents.

Requirements

• Effective written and verbal communication skills are required.
• Great active listening skills.
• Strong time management and organizational skills.
• Adaptability and flexibility.
• Comfortable working in fast-paced environments.
• Ability to adapt to multiple platform systems.
• Phone skills, including familiarity with complex or multi-line phone systems.
• High School Diploma required; or any combination of education and experience which would provide an equivalent background.

Nice To Haves

• College degree or work experience in lieu preferred.
• Prefer 1+ yrs. insurance experience in operations, call center or financial services.
• Proficiency with Microsoft Office and ability to navigate multiple systems is helpful.
• Foreign language skills a plus but not required.

Responsibilities

• Utilize EWA (Empowerment with Accountability) to assist clients and support agents.
• Manage inbound calls for inquiries involving policy status, loan balances, demographic changes.
• Identify client needs, clarify information, research every issue, and provide “one-call” resolution and/or alternative.
• Collaborate with stakeholders to improve the customer’s experience.
• Managing incoming volumes to maintain both service and quality goals.
• Submit transactional service requests and assist clients.
• Coordinate with support functions to ensure client requests are handled timely.
• Manage escalations and the associated communication required.
• Based upon feedback provided, identify opportunities for improvement.

Benefits

• Medical & prescription, dental, vision insurance
• Health Savings Account & Flexible Spending Accounts
• Paid Time Off
• 10 weeks 100% paid parental leave (after completing 12 months of employment)
• 401(k) Plan with company match
• Pension Plan
• Company paid life & disability insurance
• Wellness Program & Company paid employee assistance program
• Clinic access subject to location (Indianapolis, Charlotte, Cincinnati)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees