Customer Experience Associate

Group 1001•Zionsville, IN

4d•Onsite

About The Position

Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group1001’s culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets – our employees. Why This Role Matters: At Gainbridge, we are at the forefront of integrating technology with empathy to redefine customer experience in the life and annuity industry. As an integral part of our customer experience team, you represent the essence of our brand’s dedication to our customers. Your role is crucial in ensuring that every customer interaction is an opportunity to demonstrate our commitment to outstanding service. You won’t just be answering questions; you’ll be a key player in providing the support, guidance and value our customers need at every turn.

Requirements

Demonstrated excellence in customer service environments (2+ years), with a passion for building customer loyalty through exceptional listening, resourcefulness, and strong written and verbal communication.
Bachelor’s degree or equivalent work experience
Resilience to efficiently handle a continuous influx of customer calls / chats, while balancing performance metrics, navigating challenges smoothly, and staying positive in challenge situations
Demonstrated commitment to delivering exceptional customer service and exceeding customer expectations
Tech-savvy, with the ability to multitask and navigate through different tools and applications (Office 365, Google Suite, Confluence, Zendesk, Amazon Connect, Salesforce) with both speed and accuracy.
Effective team player, able to help others within a team
Ability to work full-time, standard office hours within 8am – 5pm (EST)
Must be able to work the days following all major holidays. (occasional hours outside of standard office hours to collaborate on high-priority support issues that may arise).

Nice To Haves

Experience in the fintech, insurtech, or financial services industry is a plus

Responsibilities

Serve as the first point of contact for customers, showcasing our values of empathy and customer-centricity in every interaction.
Engage with our customers via phone, email, chat or other communication channels, to understand their needs offering guidance on enrollment, policy servicing, and more to enhance their experience and deliver value.
Accurately process annuity applications, ensuring compliance and correctness.
Handle and service policyholder requests, including policy updates and changes to annuity contracts, beneficiary changes, address updates, and payments.
Maintain detailed records of customer interactions and ensure accurate CRM and policy administration system data entry.
Collaborate with internal teams to resolve customer inquiries efficiently, meeting performance goals.
Meet and exceed performance goals that include, but not limited to CSAT score, service level targets, quality goals, compliance regulations, and productivity targets.
Exceptional confidentiality to protect the privacy of customers, clients, and the intellectual property of the company