Annuity and Customer Experience Specialist

Group 1001; Indianapolis (IN); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life Insurance

Short and Long-Term Disability

Employee Assistance Program

401K with company match

Job summary

Group 1001, the parent for Gainbridge’s life and annuity services, seeks a customer-focused professional to educate members on annuity solutions and guide enrollment. You will own the Agent AWS Queues and GB Assist, handle inbound calls, live chat, and email, and drive enrollment recovery with a customer-first approach.

You’ll support members across channels, ensure timely responses, and share product knowledge to help the team deliver clear, honest financial guidance in a regulated environment.

Qualifications

• Active Indiana life license, or the ability to obtain licensure within 60 days of hire.
• 4+ years in a customer-facing role in insurance, annuities, financial services, or another regulated environment.
• Demonstrated ability to explain complex financial products in plain, honest language.
• Comfort with outbound calling — you’re willing to pick up the phone first.
• Experience working across multiple channels and systems simultaneously; Zendesk, AWS Connect, or comparable CRM/telephony experience preferred.
• Strong written communication for chat and email.

Responsibilities

• Serve as the Voice of Gainbridge across member conversations, delivering in-depth education on annuity solutions.
• Own the Agent AWS Queues and GB Assist as primary channels — calls, prospect intake, follow-up, and new-business capture.
• Support members across live chat, email, and enrollment queues in Zendesk, meeting SLAs.
• Hold substantive product conversations with prospective members beyond FAQs.
• Make goodwill decisions within published guardrails.
• Proactively reach out to prospects who started an application and dropped off toward closure.
• Guide recovered applicants from reconnection to enrollment, activation, and first deposit.

Skills

Outbound calling

Customer-facing communication

Explain complex financial products

Written communication

Tools

Zendesk

AWS Connect

Job description

Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group1001’s culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets – our employees.

Why This Role Matters

At Gainbridge, we are at the forefront of integrating technology with empathy to redefine customer experience in the life and annuity industry. This role sits at the front of that promise: you are the first voice members and prospects hear, and often the reason they come back.

How You'll Contribute

Educate with depth, on the first touch

• Serve as the Voice of Gainbridge across every member and prospective-member conversation, delivering accurate, in-depth education on our full suite of annuity solutions
• Own the Agent AWS Queues and GB Assist as your primary channels — product-focused inbound calls, prospect intake, follow-up, and new-business capture
• Support members and prospects across live chat, email, and enrollment queues in Zendesk, meeting channel SLAs
• Hold substantive product conversations with prospective members, going well beyond surface-level FAQ answers
• Make goodwill decisions confidently within published guardrails

Recover enrollments and capture new business

• Proactively reach out to prospects who started an application and dropped off, moving quickly from drop-off to first contact
• Work the GB Assist follow-up queue and the prospect registration queue generated by our FAQ landing page through to closure
• Guide recovered applicants from reconnection to completed enrollment, activation, and first deposit
• Capture prospect contact information to support future member communications

Retain and grow the member base

• Run outbound retention outreach to at-risk, newly enrolled, dormant, and previously lapsed members
• Save at-risk relationships, reactivate dormant accounts, and win back members who have left
• Identify opportunities for members to deepen their relationship with Gainbridge

Make The Whole Team Smarter

• Curate and maintain the product-knowledge resource hub — the library of documents, links, and "get to know our products" welcome materials the team and our members rely on
• Act as a Voice of Customer channel, flagging enrollment friction, website issues, and recurring points of product confusion so they get fixed at the source
• Share what you learn with the team and absorb what the team learns

What We’re Looking For

• Active Indiana life license, or the ability to obtain licensure within 60 days of hire
• 4+ years in a customer-facing role in insurance, annuities, financial services, or another regulated environment
• Demonstrated ability to explain complex financial products in plain, honest language
• Comfort with outbound calling — you’re willing to pick up the phone first
• Experience working across multiple channels and systems simultaneously; Zendesk, AWS Connect, or comparable CRM/telephony experience preferred
• Strong written communication for chat and email

Preferred

• Background in annuities specifically, or in retirement and wealth products
• Experience with retention, win-back, or enrollment recovery programs
• Familiarity with insurance regulatory and suitability requirements

Benefits Highlights:

Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001’s benefits package. Employees (and their families) are eligible to participate in the Company’s comprehensive health, dental, and vision insurance plan options. Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability. All employees (regardless of hours worked) have immediate access to the Company’s Employee Assistance Program and wellness programs—no enrollment is required. Employees may also participate in the Company’s 401K plan, with matching contributions by the Company.

Group 1001, and its affiliated companies, is strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high-performance team. Diversity embodies all the differences that make us unique individuals. All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.