Center Customer Service Rep

Payment Center Customer Service Rep

We do not offer visa sponsorship for this position.

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.

• Identifies, understands, and interprets customer needs, responding to a variety of questions 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 (mainframe, CRM, Sales Force, Five9, etc.) to research customer questions and concerns, notate the policy after each interaction, and submit work items to accurately service the variety of transactions that occur over the lifetime of a customer.
• Processes payment‑related transactions (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 (legacy product knowledge, life insurance, annuity) to guide and educate agents on both simple and complicated requests, 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 under pressure.
• Nimble Learner: You are naturally curious and eager to learn with the ability to navigate ambiguity.
• 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.
• Tech‑savvy: You are great at multi‑tasking in a fast‑paced environment and are computer savvy.
• Collaborative: You easily build positive, professional relationships with 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 professional work experience interacting with customers.
• Basic ability to read and interpret information.
• Perform arithmetic, ratios, rates, and percentages.

• 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.

• 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.

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…