Customer Engagement Specialist (Financial Services)

OneAmerica Financial; United States; Remote; USD 29,000 - 39,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) Plan with company match

Pension Plan

Life & disability insurance

Wellness program

Employee assistance program

Parental leave

Job summary

OneAmerica Financial is seeking a Customer Engagement Specialist to deliver urgent, empathetic support to clients and agents via phone and email. You will act as the primary client contact, ensuring needs are heard and addressed through one-call resolutions.

Responsibilities include handling inquiries, coordinating with teams, and driving improvements in the customer experience while working remotely with occasional on-site collaboration as needed.

Qualifications

• College degree or equivalent work experience.
• 1+ year insurance/financial services experience preferred.
• Strong written and verbal communication.
• Proficient with Microsoft Office; able to navigate multiple systems.
• Excellent active listening and interpersonal skills.
• Time management and organizational skills.
• Adaptable; able to work in a fast-paced environment.
• Phone skills and multi-line handling experience.
• High School Diploma required.

Responsibilities

• Provide customer service with urgency and empathy for agents and clients by phone and email.
• Serve as primary contact, ensuring customers are heard through active listening and one-call resolutions.
• Identify needs, clarify information, research issues, and provide solutions or alternatives.
• Collaborate with stakeholders to improve customer experience.
• Manage incoming volumes to maintain service and quality goals.
• Submit service requests and assist clients with transactions.
• Coordinate with support functions to fulfill client requests timely.
• Handle escalations and communications; identify improvement opportunities.

Skills

Communication

Active listening

Microsoft Office

Phone skills

Time management

Adaptability

Customer service

Foreign language (optional)

Education

High School Diploma

College degree preferred

Tools

CRM systems

Job description

At OneAmerica Financial, our purpose is to create more certainty for our customers that leads to better moments, every day. Our commitment is to advance stability and growth in every solution and relationship. We deliver financial strength that builds for generations, and we are always aspiring, looking ahead, and collaborating to achieve more, together. Come be a part of this journey with us as we champion lives!

Job Summary

The Customer Engagement Specialist is responsible for interacting with a sense of urgency and empathy. Specialist will be there when our customers need us most by delivering a level of customer service that exceeds their expectations. The Specialist will interact directly with agents and clients on behalf of OneAmerica Financial and its subsidiary companies on the telephone and through email.

The Specialist will provide a point of contact for the client, ensuring they are heard through active listening, an outside in perspective, and driving one-call resolutions. More specifically, the position adds value to the organization by directly supporting the needs of our customers and requests from our agents.

What You’ll Do

• Utilize EWA (Empowerment with Accountability) to assist clients and support agents.
• Manage inbound calls for inquiries involving web technical support, demographic changes and various inquiries in regards to retirement pension plans.
• Identify client needs, clarify information, research every issue, and provide “one-call” resolution and/or alternative.
• Collaborate with stakeholders to improve the customer’s experience.
• Managing incoming volumes to maintain both service and quality goals.
• Submit transactional service requests and assist clients.
• Coordinate with support functions to ensure client requests are handled timely.
• Manage escalations and the associated communication required.
• Based upon feedback provided, identify opportunities for improvement.

What You Will Need

• College degree or work experience in lieu preferred.
• Prefer 1+ yrs. insurance experience in operations, call center or financial services.
• Effective written and verbal communication skills are required.
• Proficiency with Microsoft Office and ability to navigate multiple systems is helpful.
• Great active listening skills.
• Foreign language skills a plus but not required.
• Strong time management and organizational skills.
• Adaptability and flexibility.
• Comfortable working in fast-paced environments
• Ability to adapt to multiple platform systems.
• Phone skills, including familiarity with complex or multi-line phone systems.
• Or any combination of education and experience which would provide an equivalent background. High School Diploma required.

Salary Band

02A

This selected candidate will be expected to work remote. The candidate will also be expected to physically return to the office in CA, IN or ME as business needs dictate or for team building and collaboration.

Consistent with applicable pay transparency laws, we disclose the compensation range for this position: $21.16 -28.25 hourly. Actual compensation will be determined by factors such as education, experience, geographical location, and other job-related factors permitted by law. In addition to base pay, this role is eligible for an annual incentive program.

Benefits

We offer a comprehensive total rewards package designed to support you both at work and at home. Full‑time and part‑time associates working 30 or more hours per week are generally eligible for benefits, including but not limited to:

• Medical & prescription, dental, vision insurance
• Health Savings Account & Flexible Spending Accounts
• Paid Time Off
• 10 weeks 100% paid parental leave (after completing 12 months of employment)
• 401(k) Plan with company match
• Pension Plan
• Company paid life & disability insurance
• Wellness Program & company paid employee assistance program
• Clinic access subject to location* (*Indianapolis, Charlotte, Cincinnati)

If you are offered and accept this position, please be advised that OneAmerica Financial does not have any offices located in the State of New York and OneAmerica Financial associates are not permitted to work remotely in the State of New York.

Selected employees must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Disclaimer: American United Life Insurance Company (“OneAmerica Financial”) is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, gender identity), age, physical or mental disability, veteran or military status, genetic information, citizenship, or any other legally recognized protected basis under federal, state, or local law.

For All Positions

Because this position is regulated by the Violent Crime Control and Law Enforcement Act, if an offer is made, applicants must undergo mandated background checks as a condition of employment. Such background checks include criminal history. A conviction is not necessarily an absolute bar to employment. Consistent with applicable regulatory guidelines and law, factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered.

To learn more about our products, services, and the companies of OneAmerica Financial, visit oneamerica.com/companies.