Customer Operations Associate II (Specialty Insurance) Job at Protective Life Corporation
The work we do has an impact on millions of lives, and you can be a part of it.
We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.
The CX Ops Associate will serve current insurance plan participants for a large group account that includes nearly 90,000 participants and their families. This position’s primary focus is contacting current insurance plan participants in various outreach opportunities to inform them of their options in effort to retain their business. This position requires independent critical thinking of unique situations, excellent customer service skills and thorough understanding of the groups insurance products in order to offer solutions in effort to conserve the business.
Most communication will be via phone, mostly outbound and transferred calls, with email and/or letter follow-up; therefore, candidate must be highly personable with a friendly demeanor that is easily communicated through verbal and written communication. Knowledge about the importance of life and disability insurance in the dental profession will be key in this role as will be learning all the nuances of the products offered by Protective Life and our competitors.
Responsibilities & Essential Functions
- Member/owner policies on the verge of possible termination.
- Educate and establish a professional relationship using direct verbal and/or written communication with the members/certificate owners about the benefits of our products and their coverage options including specific information needed for each unique situation (examples include educating student members about the no-cost insurance, helping new members understand coverage promotions available, assisting members in decreasing existing coverage on active policies, etc.).
- Convey the importance of insurance and use critical decision-making ensuring the information is communicated smoothly.
- Provide analysis and overall savings of Protective Life rates to competitor plans for student graduates and existing members.
- Thoroughly understands Protective Life insurance products and can easily share the benefits of all products.
- Responsible for personal productivity to include documenting using Microsoft Suite products as well as OnBase, our document and workflow management system, on the following: outbound phone calls made; return inbound communications received; retention of business based on customer outreach efforts and management reporting of results
- Promote and maintain high customer focus by communicating effectively, promptly and offering reasonable detailed solutions that meet customer needs while protecting the business objectives.
- Other duties as assigned.
Qualifications
- Bachelor’s Degree in related field, or equivalent experience
- At least 4 years of high-level customer service experience in a corporate setting
- Experience with/understanding life and disability insurance products strongly preferred
- Knowledge of sales and closing strategies
- Ability to build relationships
- Excellent verbal/written communication skills
- Self-motivation
- Critical thinking and problem solving
- Strong organization, prioritization and multi-tasking skills
- Data analysis
- Demonstrated proficient ability to navigate and effectively use the Microsoft Suite, as well as comfort with other technologies
- Professional, integrity-driven, detail-oriented team player
- Resourceful; ability to work independently
- Insurance license required within 90 days of hire
Salary and Incentives:
Protective’s targeted salary range for this position is $58k to $68k. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective’s total compensation package for employees.
This position also offers additional incentive opportunities through an annual incentive based on individual and Company performance.
Employee Benefits:
We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (
e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.
Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.
Diversity and Inclusion :
At Protective, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. Our goal is to grow and develop our people, attract diverse talent and support strong, diverse communities.
We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace unique skills and abilities. Our aim is to create an equitable and accountable environment for all leaders and employees that will drive performance and impact business strategy. In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities and focus on retention of key talent.
We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing the talents of a diverse and inclusive workforce.
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