As a Customer Care Consultant, your role will be crucial in delivering exceptional customer service, supporting operational excellence, and resolving complex cases. You’ll be a key resource for both leadership and the team, contributing to knowledge and skill development. You will be responsible for developing processes and procedures, including the updating of documentation. While ensuring quality and process adherence through data gathering and trend analysis.
WHAT WE CAN OFFER YOU:
- Estimated Salary:
- Customer Care Consultant: $59,800-$76,00, plus annual bonus opportunity.
- 401(k) plan with a 2% company contribution and 6% company match.
- Work-life balance with vacation, personal time and paid holidays. See our benefits and perks page for details.
- Applicants for this position must not now, nor at any point in the future, require sponsorship for employment.
WHAT YOU'LL DO:
- Acts as a valuable resource for leadership and the team. Facilitating customer escalation and complex case resolution, leading to team skill development and the delivery of exception customer service.
- Facilitates knowledge and skill development through coaching, mentoring, and monitors quality and process adherence, ensuring service objectives are met.
- Gathers data, identifies trends, and provides feedback on process handling and training effectiveness, actively participating in and sometimes leading the identification and implementation of process improvements.
- Collaborates with others to provide insights and recommendations for enhancing processes, training, and the quality of service delivery, actively participating in cross-functional work and project teams.
- Assists with updating training material, handles on and off-call customer requests based on business needs, and develops effective working relationships with internal and external parties, including customers, team members, and business partners.
WHAT YOU’LL BRING:
- Current CCA 4.
- Possesses strong communication skills, actively listening and understanding the needs of customers, the team, regulatory bodies, and state requirements, demonstrating flexibility and accountability in resolving requests empathetically and in a timely manner.
- Maintains regular and predictable attendance with the ability to work flexible shifts, adhering to department expectations, while developing and sustaining effective working relationships with internal and external parties.
- Displays sound judgement and the ability to conceptualize beyond existing barriers, remaining compliant within the work environment, showing a sense of urgency and taking accountability for results.
- Brings successful experience in a customer service environment, including in-depth insurance product knowledge, application of department policies and procedures, and effective management of escalated and complex requests. Exhibits excellent planning, organizational, analytical, decision-making, and problem solving skills, along with proficiency in utilizing various computer systems in a collaborative team environment.
- You promote a culture of diversity and inclusion, value different ideas and opinions, and listen courageously, remaining curious in all that you do.
- Able to work remotely with access to a high-speed internet connection and located in the United States or Puerto Rico.
PREFERRED:
- 3+ Years of quality, escalations, and coaching.
- Experience with Mutual of Omaha’s application of policies, practices, and procedures within the business environment.
- Application of insurance product knowledge within business area.
We value unique experience, skills, and passion for innovation. If your experience aligns with the listed requirements, please apply!
If you have questions about your application or the hiring process, email our Talent Acquisition area at careers@mutualofomaha.com. Please allow at least one week from time of applying if you are checking on the status.
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Hiring Policies and Legal Notices
Current CCA 4, customer service experience with insurance product knowledge, strong communication and analytical skills, flexible-shift availability, and ability to work remotely from the United States or Puerto Rico.
Key Responsibilities
- resolving escalations
- coaching teams
- analyzing trends
Job Details
- Category: Customer Service
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — United States or Puerto Rico
- Salary: USD 59,800 – 76,000 / year
- Languages: English
Benefits
- 401k matching
- Generous paid time off
- Retirement plan
About Mutual of Omaha
A financial services organization providing insurance and related products. — Industry: Finance