Payment Center Customer Service Rep

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:

• Associates degree 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

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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

AI Proficiency Expectations

At National Life Group, we view AI as an enabler of human potential. We use AI to help us work smarter, serve more clients, and keep our promises, while remaining a relationship-driven business where our people are our greatest strength.

All applicants are expected to:

• Leverage approved AI tools, where appropriate, to improve the efficiency, quality, and impact of their work.
• Stay curious and open to new AI-enabled ways of working.
• Exercise sound judgment by reviewing and validating AI-generated content.
• Maintain accountability for the accuracy, quality, fairness, and integrity of work products by adhering to National Life’s AI guiding principles.
• Use AI responsibly and in accordance with company policies related to confidentiality, data privacy, security, compliance, retention and intellectual property.

Base Pay Range.  The base pay range for this position is the range National Life reasonably and in good faith expects to pay for the position taking into account the wide variety of factors, including: prior experience and job-related knowledge; education, training and certificates; current business needs; and market factors.  The final salary or hourly wages offered may be outside of this range based on other reasons and individual circumstances.

Additional Compensation and Benefits. The total compensation package for this position may also include a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. The successful candidate may also be eligible to participate in National Life’s discretionary annual incentive programs, subject to the rules governing such programs. If hired, the employee will be in an "at-will position" and National Life reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, company or individual department/team performance, and market factors.

National Life is accepting applications for this role on an ongoing basis and the role remains open until filled.

Hourly Pay Range$17—$26 USD

National Life Group® is a trade name of National Life Insurance Company, Montpelier, VT – founded in 1848, Life Insurance Company of the Southwest, Addison, TX – chartered in 1955, and their affiliates. Each company of National Life Group is solely responsible for its own financial condition and contractual obligations. Life Insurance Company of the Southwest is not an authorized insurer in New York and does not conduct insurance business in New York. Equity Services, Inc., Member FINRA/SIPC, is a Broker/Dealer and Registered Investment Adviser affiliate of National Life Insurance Company. All other entities are independent of the companies of National Life Group.

Fortune 1000 status is based on the consolidated financial results of all National Life Group companies.

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National Life Group

1 National Life Dr

Montpelier, VT 05604