Provide information to policy holders, parents, spouses, and beneficiaries
Receive, evaluate, and answer customer inquiries which are predominately routine but may require deviation from standard screens, scripts, and procedures
Use computerized system for tracking, information gathering, providing information, referrals, routine transactions and/or troubleshooting
Answer product, account, policy, and service inquiries, resolve problems, and promote products and services by responding verbally and/or in writing
Assess needs and suggest/promote alternative products or services
Handle most calls and transactions independently, escalate calls properly when appropriate

1-3 years of directly related customer service experience and well-developed transaction processing experience
College degree or equivalent business/military experience preferred
Strong people skills with an ability to think like the customer
A passion for delivering top quality service
Proven record of dependability, punctual and reliable attendance is critical to the success of a fast moving, inbound service center
Ability to learn and retain a significant amount of technical information in a relatively short period of time
Receptivity to detailed performance feedback
Proficiency with a keyboard and window-based applications, including Internet
Proven self-motivation skills
Active listening skills
Excellent oral and written communication skills
Ability to excel in a team environment, as well as work well independently
Excellent organization and prioritization skills

Medical, dental, vision, life insurance, disability insurance
Paid Time Off (PTO), and leave of absences, such as parental and military leave
401(k) plan with company match (up to 4%)
Company-funded pension plan
Wellness Programs including up to $1,600 a year for reimbursement of items purchased to support personal wellbeing needs
Work/Life Resources to help support topics such as parenting, housing, senior care, finances, pets, legal matters, education, emotional and mental health, and career development
Education Benefit to help finance traditional college enrollment toward obtaining an approved degree and many accredited certificate programs
Employee Stock Purchase Plan: Shares can be purchased at 85% of the lower of two prices (Beginning or End of the purchase period), after one year of service
Eligibility to participate in a discretionary annual incentive program is subject to the rules governing the program, whereby an award, if any, depends on various factors including, without limitation, individual and organizational performance

Customer Service Associate

Key skills