Payment Center Customer Service Rep

Payment Center Customer Service Rep

Please note that we do not offer visa sponsorship for this position.

Hours will be 9am - 5:45pm EST

Summary

We will train you to work directly with customers across America to ensure they have a positive experience in understanding and optimizing their life and annuity policies with National Life Group.  You will empower customers by providing information, help to solve important issues, and collaborates with the team to reach our full potential and achieve results.  You will build skills that allow you to complete first-call resolution by having experience in call handling and payment processing.  Ultimately, you will be an active and engaged member of a team dedicated to bringing peace of mind to all we serve.

Responsibilities:

Identifies, understands, and interprets customer needs, responding to a variety of questions (e.g. payment related statuses, requirements needed, policy value inquiries, product structure etc.) from a diverse group of agents, policyholders, and customers, in a high-volume inbound call environment, and implements resolutions in a way that provides quality customer service with urgency and caring curiosity. 

Navigates multiple technology systems (e.g. mainframe, CRM, SalesForce, Five9, etc.) to research customer questions and concerns, notate the policy after each interaction, and submit work items (e.g. disbursement of money, requests, payments, etc.) to accurately service the variety of transactions that occur over the lifetime of a customer. 

Processes payment-related transactions (e.g. inbound payments and disbursements on life and annuity policies) in accordance with expectations and is able to meet standards on quality, timeliness, and accuracy.  

Utilizes significant product knowledge (e.g. legacy product knowledge, life insurance, annuity) to guide and educate agents on both simple and complicated requests (e.g. submitting applications, offering options, self-service, how to use technology or processes, etc.), asking questions to provide information relevant to the customer’s wants and needs.

Factors that lead to success:

Customer Focus: You get excited, and feel rewarded in helping people

Detailed-oriented with a focus on quality and timeliness: You are proud of providing quality work in a timely manner

Resiliency: You quickly adapt to business needs (new information/processes, pivoting from one task to another) under pressure, bouncing back from setbacks easily

Nimble Learner: You are naturally curious and eager to learn with the ability to navigate ambiguity to arrive at the answer, even when not all the information is readily available

Self-Development: You take ownership of issues and instill confidence in the caller while collaborating across multiple departments

Demonstrate Self-Awareness: You are empathetic and intuitively relate to others

Communicates effectively/Interpersonal Savvy: You can clearly convey your message verbally and written and demonstrate strong listening skills with customers and internal teammates 

Tech-savvy: You are great at multi-tasking in a fast-paced environment and are computer savvy (web searches, MS Office and Mainframes)

Collaborative: You easily build positive, professional r