Customer Experience Associate

Gainbridge; United States; Presencial; USD 42.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

401K with company match

Employee assistance program

Wellness programs

Descripción de la vacante

Gainbridge is seeking an actor in our customer experience team to deliver outstanding service across phone, email, and chat. You will guide customers on enrollment, policy servicing, and annuity-related tasks with a strong emphasis on accuracy and confidentiality.

The role requires 2+ years in customer service, a Bachelor’s degree or equivalent experience, and comfort with multiple tools (Zendesk, Salesforce, Amazon Connect, Office 365, Google Suite, Confluence).

Formación

• 2+ years in customer service with focus on loyalty and listening.
• Bachelor's degree or equivalent work experience.
• Ability to handle high-volume calls/chats and stay positive.
• Proficient with Office 365, Google Suite, Confluence, Zendesk, Salesforce.
• Team player who can work full-time within EST hours.

Responsabilidades

• Serve as first contact for customers with empathy and integrity.
• Assist via phone, email, chat to enrollment and policy servicing.
• Process annuity applications accurately and compliantly.
• Handle policyholder requests: updates, beneficiaries, payments.
• Maintain detailed CRM and policy data entry.
• Collaborate with internal teams to resolve inquiries.
• Meet CSAT, SLA, quality, and productivity targets.

Conocimientos

Customer service

Communication skills

Multitasking

Technical proficiency

Educación

Bachelor's degree or equivalent

Herramientas

Zendesk

Salesforce

Amazon Connect

Office 365

Google Workspace

Confluence

Descripción del empleo

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. As an integral part of our customer experience team, you represent the essence of our brand's dedication to our customers. Your role is crucial in ensuring that every customer interaction is an opportunity to demonstrate our commitment to outstanding service. You won't just be answering questions; you'll be a key player in providing the support, guidance and value our customers need at every turn.

How You'll Contribute

• Serve as the first point of contact for customers, showcasing our values of empathy and customer-centricity in every interaction.
• Engage with our customers via phone, email, chat or other communication channels, to understand their needs offering guidance on enrollment, policy servicing, and more to enhance their experience and deliver value.
• Accurately process annuity applications, ensuring compliance and correctness.
• Handle and service policyholder requests, including policy updates and changes to annuity contracts, beneficiary changes, address updates, and payments.
• Maintain detailed records of customer interactions and ensure accurate CRM and policy administration system data entry.
• Collaborate with internal teams to resolve customer inquiries efficiently, meeting performance goals.
• Meet and exceed performance goals that include, but not limited to CSAT score, service level targets, quality goals, compliance regulations, and productivity targets.
• Exceptional confidentiality to protect the privacy of customers, clients, and the intellectual property of the company.

What We're Looking For

• Demonstrated excellence in customer service environments (2+ years), with a passion for building customer loyalty through exceptional listening, resourcefulness, and strong written and verbal communication.
• Bachelor's degree or equivalent work experience
• Resilience to efficiently handle a continuous influx of customer calls / chats, while balancing performance metrics, navigating challenges smoothly, and staying positive in challenge situations
• Demonstrated commitment to delivering exceptional customer service and exceeding customer expectations
• Tech-savvy, with the ability to multitask and navigate through different tools and applications (Office 365, Google Suite, Confluence, Zendesk, Amazon Connect, Salesforce) with both speed and accuracy.
• Effective team player, able to help others within a team
• Ability to work full-time, standard office hours within 8am - 5pm (EST) *Must be able to work the days following all major holidays. (occasional hours outside of standard office hours to collaborate on high-priority support issues that may arise).
• Experience in the fintech, insurtech, or financial services industry is a plus

What We Value

• Team players who are collaborative, supportive, and can manage individual responsibilities while adapting to the team's evolving needs.
• Individuals who are adaptable, proactive, and capable of juggling multiple roles and tasks.
• Self-starters with an entrepreneurial mindset, dedicated to innovation and excellence.
• Professionals who value diversity, excel at building relationships, and enhance the culture within and beyond our organization.
• A passion for helping people and a commitment to delivering exceptional service

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.

Grow Your Career at Group 1001 Insurance

We are a company that aims to shape the world around us. We don't simply talk about change, we create it - empowering people and communities through sports, education, innovation, and access to financial products and services. Group 1001 Insurance is an integrated, technology-driven financial services and insurance group that combines product innovation with digital accessibility. With annuity products and insurance that create and protect a strong future for all, we help individuals and businesses thrive. Through our education and sports partnerships, we empower communities. Because when we invest in growth for all, we invest in a better world. If you're ready to make an impact and help us build a better future, you're in the right place!

Group 1001 Insurance Benefits Employees are our number one asset

We provide a comprehensive benefits package that goes beyond the basics to support employees through many of life's personal and professional milestones.