Payment Center Customer Service Rep

National Life Group; United States; Remote; USD 45,000 - 52,000; Full time

Benefits offered by this job

Competitive pay: starting at $22/hr.

Tuition sponsorship for undergrad/grad

Paid time off and holidays

Community service hours

Job summary

National Life Group is seeking a Payment Center Customer Service Rep to assist customers across America with life and annuity policies. The role emphasizes first-call resolutions, payment processing, and collaborative teamwork to deliver peace of mind.

You will work in a fast-paced inbound environment, using mainframes, CRM, Salesforce and Five9 to research questions, document interactions, and resolve issues with urgency and care.

Qualifications

• Diploma or higher (preferred).
• 2+ years of professional work experience interacting with customers.
• Basic ability to read and interpret information.
• Perform arithmetic, ratios, rates and percentages.

Responsibilities

• Identifies, understands, and interprets customer needs and responds to questions in a high-volume inbound call environment.
• Navigates technology systems to research questions, notate the policy, and submit work items.
• Processes payment-related transactions (inbound payments and disbursements) accurately.
• Uses product knowledge to guide and educate agents on requests and options.

Skills

Customer service

Communication

Tech-savvy

Collaboration

Education

Diploma or higher

Tools

CRM

Salesforce

Five9

Mainframes

Job description

Remote US

Come join one of America's fastest-growing insurance companies. Since 1848, National Life Group has aimed to keep our promises, providing families with stability in good times and in bad. Throughout that history, we have provided peace of mind to those families as they plan their futures.

Our mission extends beyond the insurance and annuities policies that we offer. We strive to make the world a better place through our grants from our charitable foundation, paid volunteer time for our employees, environmentally sustainable and healthy workplaces, and events that promote the work of nonprofits in our own backyard.

We foster a collaborative environment with opportunities for growth and encourage our associates to live our values: Do good. Be good. Make good.

Payment Center Customer Service Rep

Please note that we do not offer visa sponsorship for this position.

Hours will be 9am - 5:45pm EST

Summary

We will train you to work directly with customers across America to ensure they have a positive experience in understanding and optimizing their life and annuity policies with National Life Group. You will empower customers by providing information, help to solve important issues, and collaborates with the team to reach our full potential and achieve results. You will build skills that allow you to complete first-call resolution by having experience in call handling and payment processing. Ultimately, you will be an active and engaged member of a team dedicated to bringing peace of mind to all we serve.

Responsibilities:

• Identifies, understands, and interprets customer needs, responding to a variety of questions (e.g. payment related statuses, requirements needed, policy value inquiries, product structure etc.) from a diverse group of agents, policyholders, and customers, in a high-volume inbound call environment, and implements resolutions in a way that provides quality customer service with urgency and caring curiosity.
• Navigates multiple technology systems (e.g. mainframe, CRM, SalesForce, Five9, etc.) to research customer questions and concerns, notate the policy after each interaction, and submit work items (e.g. disbursement of money, requests, payments, etc.) to accurately service the variety of transactions that occur over the lifetime of a customer.
• Processes payment-related transactions (e.g. inbound payments and disbursements on life and annuity policies) in accordance with expectations and is able to meet standards on quality, timeliness, and accuracy.
• Utilizes significant product knowledge (e.g. legacy product knowledge, life insurance, annuity) to guide and educate agents on both simple and complicated requests (e.g. submitting applications, offering options, self-service, how to use technology or processes, etc.), asking questions to provide information relevant to the customer’s wants and needs.

Factors that lead to success:

• Customer Focus: You get excited, and feel rewarded in helping people
• Detailed-oriented with a focus on quality and timeliness: You are proud of providing quality work in a timely manner
• Resiliency: You quickly adapt to business needs (new information/processes, pivoting from one task to another) under pressure, bouncing back from setbacks easily
• Nimble Learner: You are naturally curious and eager to learn with the ability to navigate ambiguity to arrive at the answer, even when not all the information is readily available
• Self-Development: You take ownership of issues and instill confidence in the caller while collaborating across multiple departments
• Demonstrate Self-Awareness: You are empathetic and intuitively relate to others
• Communicates effectively/Interpersonal Savvy: You can clearly convey your message verbally and written and demonstrate strong listening skills with customers and internal teammates
• Tech-savvy: You are great at multi-tasking in a fast-paced environment and are computer savvy (web searches, MS Office and Mainframes)
• Collaborative: You easily build positive, professional relationships with our customers and internal stakeholders
• Thinks critically: You have a knack for seeing how things can be done more efficiently and effectively, and are open to continuous improvement and change

Minimum Qualifications:

• Diploma or higher (preferred)
• You have 2+ years of professional work experience interacting with customers
• Basic ability to read and interpret information
• Perform arithmetic, ratios, rates and percentages

What You’ll Find at National Life Group

• Competitive pay (starting at $22/hr.) and outstanding health, wellness, and insurance benefits
• Genuine opportunities for growth and career advancement
• Full tuition sponsorship for completing your undergraduate and graduate degrees with University Arizona World Campus; additional $5K in annual tuition reimbursement
• Paid time off and holidays
• 40 hours of community service hours annually
• A culture committed to inclusion and diversity

Environmental:

• Work schedule hours: Monday-Friday 8am-7pm ET (9a-6p CT) Monday-Friday
• Structured schedule, with built in breaks
• Time spent on the phone speaking with customers and processing customer and agent requests