Center Customer Service Rep

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.

Hours will be 9am - 5:45pm EST.

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 collaborate 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.

• Identify, understand, and interpret customer needs, responding to a variety of questions (e.g., payment related statuses, requirements needed, policy value inquiries, product structure) from a diverse group of agents, policyholders, and customers in a high‑volume inbound call environment, and implement resolutions that provide quality customer service with urgency and caring curiosity.
• Navigates multiple technology systems (e.g., mainframe, CRM, Salesforce, Five9) to research customer questions and concerns, notate the policy after each interaction, and submit work items (e.g., disbursement of money, requests, payments) 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 meets 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), asking questions to provide information relevant to the customer’s wants and needs.

• Customer Focus: You get excited, and feel rewarded in helping people.
• Detail‑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.

• Associate’s degree or higher (preferred)
• 2+ years of…