Payment Center Customer Service Rep

About the role

Join one of America's fastest-growing insurance companies since 1848, National Life Group. We aim to keep our promises, providing families with stability and peace of mind. Beyond our insurance and annuities policies, we strive to make the world a better place through our charitable foundation, volunteer programs, and sustainable practices.

Responsibilities

• Identify, understand, and interpret customer needs, responding to a variety of questions in a high-volume inbound call environment.
• Navigate multiple technology systems to research customer questions and concerns, notate the policy after each interaction, and submit work items accurately.
• Process payment-related transactions in accordance with expectations, ensuring quality, timeliness, and accuracy.
• Utilize significant product knowledge to guide and educate agents on both simple and complicated requests, asking questions to provide relevant information.
• Factor that lead to success: Customer Focus, Detailed-Oriented, Resilience, Nimble Learner, Self-Development, Self-Awareness, Interpersonal Savvy, Tech-Savvy, and Collaborative.

Qualifications

• Associates degree or higher (preferred)
• 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

Schedule

Monday-Friday, 8am-7pm ET (9a-6p CT)

Additional Compensation and Benefits

• Total compensation package includes medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave)
• Discretionary annual incentive programs (subject to the rules governing such programs)

AI Proficiency Expectations

• 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
• 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

Pay Range

• Base Pay Range: $17 - $26 USD
• Hourly Pay Range: $17 - $26 USD