Customer Service - Customer Service Specialist

The primary role of the Customer Service Specialist is to r esearch and resolve member issues and inquiries about their existing policies via phone, e-mail, regular mail and/or in person; provide excellent service in a timely, professional, and courteous manner. Document all interactions and member feedback in the Customer Relationship Management (“CRM”) system.
Qualifications:

• Proven knowledge with call center operations and concepts, processes, procedures, and practices is a must, to include knowledge of call center or other CRM systems, and/or multiple phone queue systems.
• Ability to adapt well under pressure, be self-motivated and self-directed, and driven to go the extra mile to ensure Navy Mutual’s goals are achieved while delivering exceptional customer service.
• The ideal candidate will demonstrate a high level of professionalism, an exceptional customer focus, and very strong attention to detail.
• Bachelor’s degree and/or 3-5 years of call center and customer service experience with life insurance expertise preferred.
• Have independent thinking and problem-solving skills, and the flexibility and patience to work through multiple customer demands and challenges.

Job Responsibilities:

• Counsel members to attempt to conserve policies that are in danger of lapse or termination; track reinstatements to completion, fulfill requests for any contract related activity, and In-Force Illustrations; proactively contact members regarding changes in addresses, bills, statement notices, etc.
• Educate and counsel Members and their families on military benefits as well as the benefits of Navy Mutual membership and products. Refer potential sales to Sales Representatives as needed.
• Maintain a thorough understanding and knowledge of all Navy Mutual products and services provided to Members.
• Efficiently navigate systems to provide an accurate response to the customer’s inquiry; (e.g., Outlook, Product Calculators, Illustration Systems, Policy Administration System, Imaging System, CRM, Sales Force, Call Center Software, etc.
• Maintain in-depth knowledge of operations of the life cycle of Life and Annuity products to include Billing and Collections, Distributions, and In-force processes.

The Navy Mutual Aid Association is a non-profit, member-owned mutual association established in 1879 to provide affordable life insurance and peace of mind to members of the military and their families.One hundred and forty years later, our mission and commitment to protect those who defend us remains unwavering.Through quality life insurance products, no-cost educational programs and unparalleled service Navy Mutual has earned the loyalty and support of our growing membership.
Financially strong, Navy Mutual is proud to be a first-choice provider of life insurance to service members and their loved ones. Our team’s efforts to serve and protect our members and their loved ones is the reason that Navy Mutual enjoys outstanding customer satisfaction member retention ratings.
Inspired by the history and character of our own Members, Navy Mutual naturally promotes a strong, hardworking culture. Our staff, leadership, and Board members continuously strive to provide exceptional service and expert guidance to Navy Mutual Members, servicemembers and their families. Navy Mutual is committed to fostering, cultivating, and preserving a culture of diversity and inclusion, and embraces the characteristics that make our employees unique. We understand the collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, unique capabilities, and talent that our employees invest in their work represents a significant part of not only our culture, but Navy Mutual’s reputation and success as well.
For a better understanding of our mission and culture, we have included a link of a short video with testimonials from our senior leadership and employees.
https://youtu.be/pGlsYPJJwp0
Navy Mutual offers a Full Benefits package including, medical, dental, vision, 401k, Student Loan Assistance, Tuition Reimbursement, life, and disability insurance.
Salary: Commensurate with Experience
We recognize that our strength and success are directly linked to the quality and skills of our diverse employees. We are proud to be a place where talented people who strive to support the mission and values of our association can grow as professionals, leaders, and individuals. Please visit www.navymutual.org to learn more about our guiding lights, history, and mission.
Navy Mutual Aid Association is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.
Navy Mutual utilizes E-Verify.
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