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Call Center Customer Service Professional

1 month ago

Little Rock, United States USAble Life Full time
Please note: You must complete the pre-employment assessment after submission of the online application for your resume to be considered.

Customer Care Overview:

We are currently searching for career minded, customer service professionals ideally with experience in Insurance and Benefits to join our dynamic team at USAble Life This is not your typical call center. We are taking calls from our customers who are experiencing their worst day and you need to be at your best. The ideal candidates will have experience working in a high volume call center solving complex customer concerns with grace and empathy. Our Customer Care Representatives understand the importance of excellence in service, responding efficiently and appropriately to customer concerns, and maintaining high customer satisfaction. Being able to deliver on our promise of making a meaningful difference in our customers lives demands excellence in word and action and our Customer Care Team delivers that everyday

If you aren't a person with career stability, you are not the right fit for us. We value our employees and customers. We need people who show up daily and deliver on our promise. There is no exception to this because our business demands it. If you enjoy making a meaningful difference in the lives of others, are an adept problem solver with outstanding people & communication skills, and want a chance to provide peace of mind when our customers need it most, this role may be the perfect fit for you.

Hours: Candidates must be able to work varying shifts of 8:00 a.m. to 4:30 p.m. CST or 8:30 a.m. to 5:00 p.m. CST

Life Takes You PlacesAre you ready to join us?

What We Offer You:

  • A culture that values employees and celebrates, empowers, and inspires a diverse workforce
  • Compensation is 40k to 45k dependent upon experience.
  • Outstanding and affordable benefits package including Medical, Dental, Vision, and company HSA contribution in 31 days or less
  • Great hours: Monday - Friday, No Weekends or Holidays
  • 401(k) with up to a 6% match that is fully vested from day one
  • PTO provided on date of start plus 11 paid holidays
  • Yearly performance bonus potential of $2,000
  • Remote opportunity with company-provided equipment
  • Paid 6 week training
  • Team-oriented, collaborative group of peers
  • Career advancement opportunities
  • Tuition Reimbursement
  • Wellness Program
  • Employee Resource Groups
  • This is a remote position.
What We Do:
  • Committed to delivering the best insurance products for our customers
  • Invested in the success of our team members
  • Engaged as a diverse group of individuals working together to go the extra mile
  • Recognized as multi-year Best Places to Work by Arkansas Business.
What You'll Do:
  • Demonstrate in both word and action a high quality of care, service, and accountability
  • Answer a high volume of calls related to complex and sensitive insurance benefits and claims issues
  • Communicate professionally and empathetically to make it easy for members and employers to understand and access their Life, Disability and Essential Care and Recovery insurance
  • Exhibit our commitment to providing peace of mind
  • Ensure we remain the preferred choice for employers, insurance agents, benefits administrators , and brokers in our distribution network
Essential Duties:
  • Demonstrates proficiency in our products and services
  • Provide exceptional service by listening, understanding, and demonstrating empathy for the caller's needs and situation
  • Review and proficiently explain coverage provisions, claims statuses, and claims decisions
  • Navigate multiple computer systems as sources of customer information to answer inquiries, troubleshoot claims, and investigate payment discrepancies
  • Demonstrate proficiency in our products and services
  • Respond to questions from members, employers, and brokers regarding claims, policies, and billing requests
  • Address customer inquiries via phone and email
  • Maintains well written notes on all service interactions in a Customer Management Systems (Salesforce) so that the customer and team members can quickly and accurately understand and follow up if necessary
  • Manages all self-reporting related to productivity as required
Required Knowledge, Skills, and Abilities:
  • Outstanding communication skills with the ability to express verbal and written information clearly and professionally
  • Ability to maintain punctual and regularattendance is a minimum expectation
  • Experience working in a high volume call center environment is required
  • Ability to listen to the customer's question, probe for appropriate information, and understand the underlying need
  • Strong critical thinking and complex problem-solving skills
  • Demonstrate strong troubleshooting skills and ability to work in and navigate through multiple administrative systems to locate information, investigate, and resolve service requests
  • Ability to be self-sufficient, manage time in a scheduled work environment and work well with other team members
  • Knowledge of MS Office including Word, Excel, and Outlook
  • Understand the sensitivity of customer data and demonstrate the ability to protect both customer and business information
  • Ability to maintain perfect attendance during the 6 week training period
  • Experience working in Life, Health, or Supplemental Insurance is preferred
  • Bilingual in English and Spanish is a plus
Required Education and Experience:
  • High school diploma or GED
  • 2 years working in a customer facing role either on the phone or in person
  • Demonstrated career stability
  • Or, equivalent military experience
Preferred Education and Experience
  • Associates Degree in Communications, Marketing, Business Administration, Insurance or related field
  • 2 years of insurance experience


Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

USAble Life is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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