Customer Engagement Specialist - Retirement Services

OneAmerica Financial • Indianapolis, IN

2d • Remote

About The Position

The Customer Engagement Specialist is responsible for interacting with a sense of urgency and empathy. Our Specialists are there when our customers need us most by delivering a level of customer service that exceeds their expectations. The Specialist will interact directly with our participants, beneficiaries and internal partners on behalf of OneAmerica Financial and its subsidiary companies on the telephone and through email. The Specialist will provide a point of contact for the client, ensuring they are heard through active listening, an outside in perspective, and driving one-call resolutions. More specifically, the position adds value to the organization by directly supporting the needs and requests of our customers.

Requirements

• 3-5 years work experience within customer service environment
• Effective written and verbal communication skills are required.
• Proficiency with Microsoft Office and ability to navigate multiple systems is helpful.
• Great active listening skills
• Strong time management and organizational skills.
• Adaptability and flexibility.
• Comfortable working in fast-paced environments
• Phone skills, including familiarity with complex or multi-line phone systems.
• High school diploma or equivalent required

Nice To Haves

• Prefer 1+ yrs. insurance experience in operations, call center or financial services.
• College degree or work experience in lieu preferred.

Responsibilities

• Utilize EWA (Empowerment with Accountability) to assist our participants, beneficiaries and support internal partners.
• Manage inbound calls for inquiries involving web technical support, demographic changes and various inquiries in regards to retirement pension plans.
• 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: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees