Serve as the first point of contact for customers, showcasing our values of empathy and customer-centricity in every interaction.
Engage with our customers via phone, email, chat or other communication channels, to understand their needs offering guidance on enrollment, policy servicing, and more to enhance their experience and deliver value.
Accurately process annuity applications, ensuring compliance and correctness.
Handle and service policyholder requests, including policy updates and changes to annuity contracts, beneficiary changes, address updates, and payments.
Maintain detailed records of customer interactions and ensure accurate CRM and policy administration system data entry.
Collaborate with internal teams to resolve customer inquiries efficiently, meeting performance goals.
Meet and exceed performance goals that include, but not limited to CSAT score, service level targets, quality goals, compliance regulations, and productivity targets.
Exceptional confidentiality to protect the privacy of customers, clients, and the intellectual property of the company

Demonstrated excellence in customer service environments (2+ years), with a passion for building customer loyalty through exceptional listening, resourcefulness, and strong written and verbal communication.
Bachelor’s degree or equivalent work experience
Resilience to efficiently handle a continuous influx of customer calls / chats, while balancing performance metrics, navigating challenges smoothly, and staying positive in challenge situations
Demonstrated commitment to delivering exceptional customer service and exceeding customer expectations
Tech-savvy, with the ability to multitask and navigate through different tools and applications (Office 365, Google Suite, Confluence, Zendesk, Amazon Connect, Salesforce) with both speed and accuracy.
Effective team player, able to help others within a team
Ability to work full-time, standard office hours within 8am – 5pm (EST) *Must be able to work the days following all major holidays. (occasional hours outside of standard office hours to collaborate on high-priority support issues that may arise).
Experience in the fintech, insurtech, or financial services industry is a plus

Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001’s benefits package.
Employees (and their families) are eligible to participate in the Company’s comprehensive health, dental, and vision insurance plan options.
Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability.
All employees (regardless of hours worked) have immediate access to the Company’s Employee Assistance Program and wellness programs—no enrollment is required.
Employees may also participate in the Company’s 401K plan, with matching contributions by the Company.

Customer Experience Associate

Key skills