Payment Center Customer Service Rep

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.

Qualifications

• You have 2+ years of professional work experience interacting with customers.
• Basic ability to read and interpret information.
• Perform arithmetic, ratios, rates and percentages.

Benefits

• Competitive pay (starting at $22/hr.) and 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.

Environmental

• Work schedule hours: Monday-Friday 8am-7pm ET (9a-6p CT)
• Structured schedule, with built in breaks
• Time spent on the phone speaking with customers and processing customer and agent requests

Additional Compensation and Benefits

• The total compensation package for this position may also include a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave).
• If hired, the employee will be in an "at-will position" and National Life reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, company or individual department/team performance, and market factors.

Pay

Hourly Pay Range: $17 - $26 USD

Contact Information

National Life Group
1 National Life Dr
Montpelier, VT 05604