Customer Experience Associate
Group 1001

Job Info

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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.

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.

Position Overview:

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.

What You'll Do:

• 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, and to enroll in the Company's Employee Assistance Program and other wellness initiatives. Employees may also participate in the Company's 401K plan, with matching contributions by the Company.

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