Customer Engagement Specialist

At OneAmerica, we deliver on promises when customers need us most. We believe the best way to serve our customers is to know that every individual, employee, family and business we work with has unique personal and financial goals. We keep our promises, so we can help them achieve their goals and realize their definition of financial success.

Job Summary

IMPORTANT PLEASE READ: Although this role is fully remote after training, candidates must be based local to Indianapolis, IN for training purposes.

Responsible for interacting with a sense of urgency and empathy, Associates will be there when our customers need us most by delivering a level of customer service that exceeds their expectations. The Associate will interact directly with agents and clients on behalf of OneAmerica and it's subsidiary companies on the telephone and through email. The Associate will provide a point of contact for the client, ensuring they are heard through active listening and an outside in perspective. More specifically, the position adds value to the organization by directly supporting the needs of our customers and requests from our agents.

Primary duties may include, but are not limited to:

• Utilize EWA (Empowerment With Accountability) to assist clients and support agents.
• Most common inquiries involve policy status, loan balances, demographic changes,
• Managing incoming volumes in order to maintain both service and quality goals.
• Submit transactional service requests and assist clients.
• Coordinate with support functions to ensure client requests are handled timely.
• Manage escalations and the associated communication required.
• Based upon feedback provided, identify opportunities for improvement.

Job Requirements

Required Education and/or Certifications

• College degree or work experience in lieu preferred

Recommended Education and/or Certifications

• Foreign language skills a plus, but not required.

Required Work Experience

• College degree or work experience in lieu preferred (insurance, operations, call center or financial services). Effective written and verbal communication skills are required. Proficiency with Microsoft Office and ability to navigate multiple systems is helpful.
• Or any combination of education and experience which would provide an equivalent background
• Although this role is fully remote, candidates must be based local to Indianapolis, IN for training purposes.

Salary Band: 02A

This selected candidate will be expected to work remote. The candidate will also be expected to physically return to the office in CA, WI, IN or ME as business needs dictate or for team-building and collaboration.

If you are offered and accept this position, please be advised that OneAmerica does not have any offices located in the State of New York and OneAmerica associates are not permitted to work remotely in the State of New York.

Disclaimer: OneAmerica is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

For all positions:

Because this position is regulated by the Violent Crime Control and Law Enforcement Act, if an offer is made, applicants must undergo mandated background checks as a condition of employment. Such background checks include criminal history. A conviction is not necessarily an absolute bar to employment. Consistent with applicable regulatory guidelines and law, factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered.

To learn more about our products, services, and the companies of OneAmerica, visit oneamerica.com/companies.