Customer Experience Associate

Why This Role Matters

At Gainbridge, we integrate technology with empathy to redefine customer experience in the life and annuity industry. As an integral part of our customer experience team, you represent our brand's dedication to our customers. Your role is crucial in ensuring every customer interaction demonstrates our commitment to outstanding service.

How You’ll Contribute

• Serve as the first point of contact for customers, showcasing our values of empathy and customer-centricity in every interaction.
• Engage with customers via phone, email, chat, or other communication channels to understand their needs and offer 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.

What We’re Looking For

• 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), with occasional hours outside of standard office hours to collaborate on high-priority support issues that may arise.

What We Value

• Team players who are collaborative, supportive, and can manage individual responsibilities while adapting to the team’s evolving needs.
• Individuals who are adaptable, proactive, and capable of juggling multiple roles and tasks.
• Self-starters with an entrepreneurial mindset, dedicated to innovation and excellence.
• Professionals who value diversity, excel at building relationships, and enhance the culture within and beyond our organization.
• A passion for helping people and a commitment to delivering exceptional service.

Benefits Highlights

• Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001’s benefits package.
• Eligible for Group 1001’s comprehensive health, dental, and vision insurance plan options.
• Eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability.
• Immediate access to the Company’s Employee Assistance Program and wellness programs—no enrollment is required.
• Participation in the Company’s 401K plan, with matching contributions by the Company.