Payment Center Customer Service Rep

Payment Center Customer Service Rep

Summary

We will train you to work directly with customers across America to ensure they have a positive experience in understanding and optimizing their life and annuity policies with National Life Group. You will empower customers by providing information, help to solve important issues, and collaborates with the team to reach our full potential and achieve results. You will build skills that allow you to complete first-call resolution by having experience in call handling and payment processing. Ultimately, you will be an active and engaged member of a team dedicated to bringing peace of mind to all we serve.

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.

Factors that lead to success:

Customer Focus: You get excited, and feel rewarded in helping people

Detailed-oriented with a focus on quality and timeliness: You are proud of providing quality work in a timely manner

Resiliency: You quickly adapt to business needs (new information/processes, pivoting from one task to another) under pressure, bouncing back from setbacks easily

Nimble Learner: You are naturally curious and eager to learn with the ability to navigate ambiguity to arrive at the answer, even when not all the information is readily available

Self-Development: You take ownership of issues and instill confidence in the caller while collaborating across multiple departments

Demonstrate Self-Awareness: You are empathetic and intuitively relate to others

Communicates effectively/Interpersonal Savvy: You can clearly convey your message verbally and written and demonstrate strong listening skills with customers and internal teammates

Tech-savvy: You are great at multi-tasking in a fast-paced environment and are computer savvy (web searches, MS Office and Mainframes)

Collaborative: You easily build positive, professional relationships with our customers and internal stakeholders

Thinks critically: You have a knack for seeing how things can be done more efficiently and effectively, and are open to continuous improvement and change

Minimum Qualifications:

• Associates degree or higher (preferred)
• You have 2+ years of professional work experience interacting with customers
• Basic ability to read and interpret information
• Perform arithmetic, ratios, rates and percentages

What You’ll Find at National Life Group

• Competitive pay (starting at $21/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) Monday-Friday
• Structured schedule, with built in breaks
• Time spent on the phone speaking with customers and processing customer and agent requests

The base compensation range represents the low and high end of the compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors including but not limited to qualifications, skills, competencies, location, and experience. The range listed is just one component of our total compensation package for employees. Other rewards may include an annual bonus, quarterly bonuses, commissions, and other long-term incentive compensation, depending on the position. National Life offers a competitive total rewards package, which includes a 401(k) retirement plan match, medical, dental, and vision insurance, paid holidays, and a generous paid time off plan, as well as other benefits.

National Life Group® is a trade name of National Life Insurance Company, Montpelier, VT – founded in 1848, Life Insurance Company of the Southwest, Addison, TX – chartered in 1955, and their affiliates. Each company of National Life Group is solely responsible for its own financial condition and contractual obligations. Life Insurance Company of the Southwest is not an authorized insurer in New York and does not conduct insurance business in New York. Equity Services, Inc., Member FINRA/SIPC, is a Broker/Dealer and Registered Investment Adviser affiliate of National Life Insurance Company. All other entities are independent of the companies of National Life Group.

Fortune 1000 status is based on the consolidated financial results of all National Life Group companies.

National Life Group

1 National Life Dr

Montpelier, VT 05604

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