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Client Support Coordinator

2 months ago

Waco, Texas, United States Globe Life Inc. Full time

About Globe Life Inc.:

At Globe Life Inc., we prioritize empowering our workforce with the necessary resources and opportunities to thrive throughout their professional journey. We take pride in cultivating a supportive and innovative atmosphere that encourages collective growth and the ability to tackle challenges in a connected, collaborative, and respectful environment.

Position Overview:

We are currently seeking a Support Specialist to enhance our team. In this capacity, you will play a crucial role in addressing escalated consumer and agent-related concerns by collecting relevant information and providing a comprehensive outline of all essential data.

Your responsibilities will include monitoring both internal and external reports, as well as social media platforms, to identify, investigate, and report potential issues with a high level of accuracy while ensuring strict confidentiality. This role involves making a significant number of outgoing calls to both internal and external clients, employing the highest standards of customer service, especially in sensitive situations.

Key Responsibilities:

  • Analyze and manage a variety of scheduled reports (daily, weekly, monthly, etc.) to pinpoint areas of concern; gather information to resolve issues independently or summarize findings for further action.
  • Investigate and monitor the quality and performance of independent contractors based on provided guidelines.
  • Examine company records to furnish documentation necessary for resolving escalated formal complaints from customers and independent contractors, which includes reviewing internal files and making outgoing calls.
  • Assess social media complaints regarding agents or customers, following up on allegations to reach resolutions. Utilize logical reasoning to distinguish between complaints that can be independently resolved and those requiring escalation for further review.
  • Draft correspondence, communications, reports, and other documentation as needed.
  • Assist with additional projects to support team objectives.

Qualifications:

  • Proven experience in providing high-level support with a strong emphasis on accuracy.
  • Familiarity with Policy Owner Services, Policy Issuance, Underwriting, and Agency Departments is preferred.
  • Strong computer skills and proficiency in relevant software applications.
  • Comprehensive knowledge of company policies and procedures.
  • Bi-lingual skills are advantageous.
  • Excellent organizational and planning abilities.
  • Strong interpersonal and communication skills, with the ability to collaborate effectively as a team member while also working independently to solve problems.
  • Capacity to manage multiple tasks while maintaining a keen attention to detail.
  • Commitment to confidentiality.
  • Flexibility to adapt to changing deadlines across various projects.
  • Proficiency in Microsoft Office Suite, including Excel, Outlook, Word, SQL/Access, and PowerPoint.

Support and Benefits:

At Globe Life Inc., we are dedicated to fostering an environment that values your contributions and invests in your professional development. Our comprehensive benefits package is designed to ensure that you not only work but thrive:

  • Extensive health, dental, and vision insurance plans, reflecting our commitment to your well-being.
  • Robust life insurance and retirement plans, including a company-matched 401k and pension plan.
  • Wellness program reimbursements and gym discounts to promote your health.
  • Paid holidays and time off to support a balanced work-life dynamic.
  • Development training programs aimed at enhancing your skills and career growth.

Opportunity awaits at Globe Life Inc. Invest in your professional legacy and witness the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives.