Sr Customer Experience Specialist (ADA)

The work we do has an impact on millions of lives, and you can be a part of it.

We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

In this role, you'll serve as an ambassador to our client’s members, the American Dental Association (ADA). Working in collaboration with a team of associates, launch your insurance services career in our call center. Develop a solid foundation through our training program and receive continuous coaching for your role and career. 

Our client offers comprehensive group life and disability insurance giving the association members peace of mind their families and dental practice are protected against unexpected life events. The ADA Members Insurance Plans, underwritten by Protective Life, includes over 66,000 ADA members, student members and their families. Knowledge of all the nuances of the ADA suite of insurance products offered by Protective Life and our competitors will be key to the success of this role as well as a thorough understanding of the contracts and procedures to offer solutions. 

Partner with our team and members to:

• Provide world class customer experience within our contact center to members, owners, attorneys and banks by assisting and resolving unique situations and problems as well as answering questions/inquiries regarding their insurance policy coverage & premium, and the workings of the insurance contract and related administration 
• Educate and empower our clients by offering detailed, accurate solutions; therefore, must be highly personable with a friendly demeanor who can easily communicate through verbal and written communication
• Create and provide premium quotes and universal life policy illustrations to members active policies
• Prepare and process change of beneficiary, collateral assignments, ownership and name changes as well as authorizations

What will you have:

• A passion for providing quality customer service, marked by a minimum of 1 year of customer service experience.
• Prior experience in a call center environment desired.
• A minimum of a high school diploma or equivalent -- some college strongly preferred
• Capability to adapt your communication style while servicing our diverse member base
• Strong attention to detail skills and ability to learn insurance policies, processes and procedures
• Knowledge and understanding of the benefits and contractual workings of life and disability insurance products including titles (i.e., beneficiaries, trusts, authorizations, ownerships, collateral assignments, conservatorships) is a plus.
• Proficiency in customer-prioritization skills, including but not limited to -- problem solving, critical thinking, organization, resourcefulness, multi-tasking, and communication skills (written and verbal).
• Demonstrated ability to navigate and effectively use Word, Excel and Adobe Acrobat, as well as interest in learning other software/technologies.
• Industry-related courses/designations (ICA, LOMA, etc.) helpful, but not required.
• Availability to work a 40 hour work week, Monday – Friday 7:30 am – 4:30 pm Mountain Time, with occasional overtime during high volume periods

Employee Benefits:

We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.

Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

At Protective, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. Our goal is to grow and develop our people, attract diverse talent and support strong, diverse communities.

We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace unique skills and abilities. Our aim is to create an equitable and accountable environment for all leaders and employees that will drive performance and impact business strategy. In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities and focus on retention of key talent.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing the talents of a diverse and inclusive workforce.