Note: The job is a remote job and is open to candidates in USA. Mutual of Omaha is an insurance and financial services company. The Customer Care Analyst provides empathetic support in a high-volume contact center, handling inbound calls, resolving customer inquiries, and navigating multiple systems. The role also involves de-escalating sensitive situations and collaborating with customers, teams, and internal partners.
Responsibilities
- Provide exceptional service in a high-volume contact center environment by handling back-to-back inbound calls, many of which involve complex or emotionally sensitive situations
- Support customers navigating challenging experiences with empathy, professionalism and urgency, de-escalating concerns and turning tough moments into positive outcomes
- Manage multiple systems and screens while resolving inquiries accurately, all while meeting or exceeding productivity, quality and attendance goals in a fast-paced environment
- Build strong, collaborative relationships with your team, internal partners and customers, while upholding our values of customer focus, integrity, innovation, accountability and collaboration
Skills
- Applicants for this position must not now, nor at any point in the future, require sponsorship for employment
- Strong communication skills—You listen with empathy, speak with clarity and know how to build trust, even during tough conversations
- Problem-solving mindset—You're quick to assess a situation and work toward a resolution, aiming to take care of the customer's need in just one call
- Accountability and reliability—You show up for our customers and your team, consistently meeting schedule expectations and taking ownership of your work
- Tech-savvy confidence—You're comfortable navigating multiple systems, troubleshooting online portal issues and guiding customers step-by-step over the phone
- You promote a collaborative culture, 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
- Experience in a customer service or contact center environment
- Experience with the application of policies, practices and procedures in a business environment
- Exposure to the insurance or healthcare industry
- Basic understanding of life and health insurance products, terminology and processes
- Willingness to actively participate in team huddles, including on-camera engagement
- Ability to multi-task effectively, work under pressure, meet deadlines and adapt to changing customer and business need
Benefits
- Annual bonus opportunity
- 401(k) plan with a 2% company contribution and 6% company match
- Vacation, personal time and paid holidays
- Structured, instructor-led training with guided support
Company Overview