Customer Service Specialist - Remote (9am - 6pm)

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

Customer Engagement Specialists are responsible for representing OneAmerica as a Financial First Responder by engaging with our customers seeking assistance in Retirement Services, Employee Benefits, or Individual Life and Financial Services.

This is accomplished through focus on three essential activities:

1)Engaging with customers contacting OneAmerica who need assistance with their financial products.

2)Operating as a liaison between the customer and OneAmerica using the CORE model to provide accurate information about their inquiry.

3)Connecting with the customer in a meaningful way that creates a distinguished service experience.

Associates at this level are new to the role and have a strong foundation in customer service. They are expected to be learning the product through training and are gaining proficiency in one skill. They can recognize and solve straight forward customer inquiries and understand how to utilize their resources and reach out for assistance when needed.

Primary duties may include, but are not limited to:

Engaging with Customers:

• Identifying and understanding customer inquiries, providing accurate information, and resolving issues promptly.
• Helping customers understand complex products or services by explaining them in plain language.
• Monitoring customer satisfaction and identifying potential problems or issues that may require follow up.

Follow Through:

• Keeping accurate and concise records of customer interactions and activities.
• Coordinating with leadership and other departments to ensure customer requests are handled and complaints are resolved timely.

Development:

• Staying up to date on team communications.
• Reviewing knowledge articles and job aids to ensure correct processes are understood and being followed.
• Learning new skills to advance career development.

Job Requirements

Required Education and/or Certifications

• Highschool Diploma or Equivalent

Recommended Education and/or Certifications

• Associates degree preferred or four years of call center, customer service or financial services experience

Required Work Experience

• Associates degree preferred or four years of call center, customer service or financial services experience
• Bilingual (Spanish Speaking) a plus
• Or any combination of education and experience which would provide an equivalent background

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.