Remote Customer Engagement Pro — One-Call Resolution

Employment Opportunities; United States; Remote; USD 29,000 - 39,000; Full time

Benefits offered by this job

Medical & prescription, dental, vision

Health Savings Account & Flexible

Paid Time Off

10 weeks paid parental leave

401(k) Plan with company match

Pension Plan

Company paid life & disability

Wellness Program & EAP

Clinic access (specific locations)

Job summary

OneAmerica Financial is seeking a Customer Engagement Specialist to interact with customers and agents via phone and email, delivering urgent, empathetic service and driving one-call resolutions. The role supports retirement pension inquiries and requires strong communication and multi-system navigation.

The position offers remote work with periodic on-site presence in CA, IN or ME, a competitive hourly range, and an annual incentive program as part of a comprehensive benefits package.

Qualifications

• 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.
• 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.
• High School Diploma required.

Responsibilities

• Utilize EWA 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.

Skills

Communication skills

Time management

Adaptability

Phone skills

Education

College degree or equivalent experience

Tools

Microsoft Office

CRM systems

Job description

OneAmerica Financial is seeking a Customer Engagement Specialist to interact with customers and agents via phone and email, delivering urgent, empathetic service and driving one-call resolutions. The role supports retirement pension inquiries and requires strong communication and multi-system navigation.

The position offers remote work with periodic on-site presence in CA, IN or ME, a competitive hourly range, and an annual incentive program as part of a comprehensive benefits package.