Guided Services Specialist

ARAG Legal Insurance; Des Moines (IA); Hybrid; USD 42,000 - 56,000; Full time

Job summary

ARAG Legal Insurance invites qualified individuals to join as Guided Services Specialists. You will assist plan members in creating wills and trusts through guided services, delivering personalized support via video and phone, and coordinating with attorneys when needed.

This hybrid role features a Monday–Friday schedule with in-office days on Tue–Wed; you will use ARAG’s tools to schedule, guide, and inform members with clear, empathetic communication, ensuring a smooth estate-planning

Qualifications

• Active listening to understand customer needs.
• Clear and intelligible speaking voice.
• Excellent grammar and spelling in written and verbal communication.
• Ability to multi-task in a fast-paced environment.
• Maintains composure in elevated situations and de-escalates when needed.

Responsibilities

• Provide exceptional customer service to plan members via video, audio calls, and follow-up emails.
• Explain wills, trusts and related documents clearly to members.
• Navigate hand-offs to attorney advice and coordinate information sharing.
• Access and guide members to ARAG’s tools for the simple assist program.
• Maintain professional appearance and environment for video interactions.
• De-escalate upset members and guide them to appropriate resources.
• Attend scheduled appointments on time and engage customers with empathy.

Skills

Active listening

Clear speaking voice

Excellent grammar/spelling

Multi-tasking

Maintains composure

Motivation to exceed needs

Positive, cooperative attitude

Problem solving

Education

High School Diploma

Job description

Are you a customer-focused professional who enjoys helping people navigate important life decisions with confidence? Do you have strong computer skills, along with the ability to explain complex information in a clear and approachable way? Are you organized, professional, and committed to delivering an exceptional customer experience with every interaction?

ARAG is hiring Guided Services Specialists to provide personalized support to plan members as they create wills, trusts, and other estate planning documents through our guided services program. This role is ideal for someone who thrives in a customer-facing environment, enjoys problem-solving, and brings a positive, professional approach to every interaction.

This hybrid role follows a standard weekly schedule (Monday - Friday), with available shifts of 8:00-4:30 and/or 9:30-6:00 CST. Our in-office days are Tuesday & Wednesday.

• Has a thorough understanding of the digital forms and assets that drive this experience and engagement with the plan member, such as:
• Online scheduling tools and how to cancel/schedule appointments
• ARAG’s internal digital Will and Trust document generation tools and the purpose of the prompts build into that flow
• Video/audio tools used for appointments (aka, Teams)
• Provides exceptional customer service to plan members via the video and/or audio calls and any other follow-up email or dialogue.
• Offers information on how to access and use our tools related to the simple assist program.
• Clearly explains the details of the will, trust and all other related documents.
• Understands and clearly explains the hand-off and purpose of the attorney advice feature and/or navigates that hand-off and sharing of the information between the parties.
• Prioritizes and understands the importance of prompt attendance at scheduled appointment times.
• Actively listens and engages with our customers in positive and inviting tones.
• Shows empathy and concern for our members.
• Identifies customer needs and obstacles and takes the necessary steps to problem solve.
• Maintains a professional work environment and personal appearance suitable for video interactions, including a tidy background, appropriate lighting, and attire that reflects company standards.
• De-escalates upset members and provides assistance or guides them to the appropriate resources.
• Serves as a positive role model by representing the ARAG at its Best values.
• Other duties as assigned.

Qualifications

Knowledge

• Understanding of how to provide excellence in customer service.
• Understanding and commitment to the customer experience.
• Basic knowledge of insurance and/or the legal system preferred.

Skills

• Active listening with the purpose of understanding
• Clear and intelligible speaking voice.
• Excellent grammar and spelling skills.
• Ability to multi-task in a fast-paced environment.
• Ability to maintain composure and emotional reactions in elevated situations.
• Motivation to exceed customers’ needs and expectations.
• Positive, enthusiastic, and cooperative approach to both the callers and the team members.
• Identifies trends and gaps to proactively solve problems.

Education

• High School Diploma

Experience

• 1+ years of customer experience required. Prior telephone experience preferred.
• None required.

Physical

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.