Payment Center Customer Service Rep

National Life Insurance Company • Montpelier, VT

2d • $17 - $26 • Onsite

About The Position

National Life Group is seeking a Payment Center Customer Service Representative to join their team. This role involves working directly with customers across America to ensure they have a positive experience understanding and optimizing their life and annuity policies. The representative will empower customers by providing information, solving issues, and collaborating with the team to achieve results. The position aims to build skills in call handling and payment processing for first-call resolution, contributing to the team's dedication to providing peace of mind.

Requirements

• 2+ years of professional work experience interacting with customers
• Basic ability to read and interpret information
• Perform arithmetic, ratios, rates and percentages
• Leverage approved AI tools, where appropriate, to improve the efficiency, quality, and impact of their work.
• Stay curious and open to new AI-enabled ways of working.
• Exercise sound judgment by reviewing and validating AI-generated content.
• Maintain accountability for the accuracy, quality, fairness, and integrity of work products by adhering to National Life’s AI guiding principles.
• Use AI responsibly and in accordance with company policies related to confidentiality, data privacy, security, compliance, retention and intellectual property.

Nice To Haves

• Associates degree or higher

Responsibilities

• Identifies, understands, and interprets customer needs, responding to a variety of questions (e.g. payment related statuses, requirements needed, policy value inquiries, product structure etc.) from a diverse group of agents, policyholders, and customers, in a high-volume inbound call environment, and implements resolutions in a way that provides quality customer service with urgency and caring curiosity.
• Navigates multiple technology systems (e.g. mainframe, CRM, SalesForce, Five9, etc.) to research customer questions and concerns, notate the policy after each interaction, and submit work items (e.g. disbursement of money, requests, payments, etc.) to accurately service the variety of transactions that occur over the lifetime of a customer.
• Processes payment-related transactions (e.g. inbound payments and disbursements on life and annuity policies) in accordance with expectations and is able to meet standards on quality, timeliness, and accuracy.
• Utilizes significant product knowledge (e.g. legacy product knowledge, life insurance, annuity) to guide and educate agents on both simple and complicated requests (e.g. submitting applications, offering options, self-service, how to use technology or processes, etc.), asking questions to provide information relevant to the customer’s wants and needs.

Benefits

• Competitive pay
• outstanding health, wellness, and insurance benefits
• Genuine opportunities for growth and career advancement
• Full tuition sponsorship for completing your undergraduate and graduate degrees with University Arizona World Campus
• additional $5K in annual tuition reimbursement
• Paid time off and holidays
• 40 hours of community service hours annually
• A culture committed to inclusion and diversity
• 401(k) eligibility
• various paid time off benefits, such as vacation, sick time, and parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree