Customer Solutions Specialist - Insurance

About the role

The Customer Solutions Specialist - Insurance serves as the primary point of contact for members seeking guidance with GuideStone Financial Resources products and services. This role is responsible for analyzing, processing, and clearly communicating a wide range of member requests related to church health plans, insurance benefits, and individual member requests. Specialists are often the first—and in many cases the only—liaison between members and internal GuideStone teams, ensuring timely, professional, and personalized service while maintaining accuracy and compliance.

Responsibilities

• Analyze and articulate the caller’s requests and account information.
• Pass training material course work with a 90% or greater.
• Effectively diagnose, analyze, and resolve member inquiries in real time.
• Maintain and communicate an in-depth understanding of extensive internal policies, procedures, and legal parameters unique to Church Health Plans, including staying informed as products, markets, technology, and legal environments change.
• Use knowledge management software to help members and ministry partners navigate inquiries.
• Educate callers on GuideStone Insurance plans and associated tax, legal, and compliance issues.
• Act as a subject matter expert for GuideStone members and ministry partners across various levels of operations.
• Proactively identify caller needs and promote GuideStone products through cross-selling.
• Update member and ministry partner records.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree or equivalent work experience.
• Proficient PC skills in MS Office and applicable GuideStone system applications.
• Strong analytical skills and sound judgment when diagnosing customer inquiries.
• Ability to effectively communicate with GuideStone participants and employees at all levels.
• Ability to interact in a fast-paced team environment.
• Optimal organizational and planning skills for managing extensive electronic resources.
• Prior experience working in an environment with continuous customer service telephone calls.
• Knowledge of medical plans, term life, accident, dental, and disability insurance (preferred).
• Financial industry-related experience (preferred).
• Ability to communicate complicated tax and regulatory issues.
• Must maintain complete confidentiality regarding GuideStone business matters.
• Ability to eagerly accept and complete projects and research as delegated by management.

Benefits

• Generous benefits package.
• Flexible work schedules.
• Opportunity to be involved in community outreach.
• Tuition reimbursement.