Customer Solutions Specialist I (Hybrid - In Office 10 days/Month)

National Guardian Life Insurance Company • Madison, WI

20h • Hybrid

About The Position

We are adding a Customer Solutions Specialist I to our team! This is a hybrid position requiring individuals to work in office 10 days per month; or as needed for business needs.

Who We Are:
Since 1909, National Guardian Life Insurance Company (NGL) has been one of America’s most successful and highly rated independent life insurance companies. We specialize in a suite of innovative products for life’s journey, giving people the financial stability, careful guidance and peace of mind to lead a life filled with confidence, dignity and grace.
NGL's Core Values – integrity, dependability, collaboration, compassion and growth are a foundation of our company and help to build on the interactions we have with our policyholders, partners, funeral homes and each other. We believe in creating an inclusive, welcoming environment for all where diversity is celebrated, and everyone is encouraged to live their best, most authentic self. We offer Employee Resource Groups for employees to get involved, learn, network, and offer professional and personal development opportunities.

With over 100 years of experience, our passion is to serve people. Learn more.

A Day in the Life:
This position provides an opportunity to demonstrate an excellent level of professional customer support to all internal and external customers via phone and written communication. The Customer Solutions Specialist I is responsible for phone support, submitting service requests and written communication according to procedures, and focusing on customer retention by providing a high level of friendly, compassionate, professional and responsive communication. A thorough understanding of processes and procedures across various product lines, and an ability to achieve consistent performance metrics is required. It is also just as important to contribute to and maintain a positive, healthy, team-oriented culture. Work is performed under general supervision.

Requirements

• Strong oral and written communication skills that convey confidence, professionalism and empathy
• Ability to follow procedures for processing and professional phone conversations as well as hold/transfer procedures
• General computer knowledge with the ability to learn NGL Systems
• Basic typing skills
• Good analytical and critical thinking skills
• Ability to work in a team environment
• Detail oriented and organized
• Ability to gather, analyze, and record information skillfully
• Ability to complete tasks while talking
• Minimum: High School or GED
• One to two years of customer service, call center experience preferred

Nice To Haves

• Preferred: Other
• Wisconsin Preneed Certification
• LOMA 280 and 290 with ACS goal

Responsibilities

• Delivers high-quality communication primarily over the phone with callers while utilizing critical thinking and problem-solving skills to help find appropriate solutions
• Skilled in writing clear and detailed notes and instructions on each call
• Effectively writes emails, letters, and other forms of written communication with external customers needing documentation or letters
• Leverages resources and reaches out to others when needing support or assistance with escalated situations
• Utilizes various systems to locate applicable information and details for each call
• Accountable for personal growth and performance metrics
• Contributes in a supportive and positive manner with coworkers
• Works across the team to ensure coverage with incoming calls and written communication
• Completes assigned processing work, projects, tasks, and/or milestones by agreed upon due date
• Suggests solutions that meet the immediate and potential future needs and requests of our external and internal customers

Benefits

• 20 days of Paid Time Off growing to 25 days after 5 years
• 11 Paid Holidays (10 company holidays and 1 personal holiday of your choice)
• Health care, dental and vision plans
• Up to $1,500 (Family) or $1,000 (Single) annually towards a Health Savings Account
• Annual bonus based on company performance
• Paid Parental Leave
• 401(k) match up to 9%
• Paid Sabbatical after 8 years
• Paid Volunteer Time
• Education Assistance Program
• Employee Recognition Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees