Service Specialist, Customer Service​/HelpDesk

Company Description

Gleaner Life Insurance Society is a nationally recognized not-for-profit organization that helps members achieve financial security while encouraging community involvement. Founded in 1894, the society offers a broad range of competitive life insurance and annuity products designed to protect members’ long-term financial goals. When individuals purchase Gleaner products, they not only strengthen their financial future but also support programs that enrich their local communities.

Members enjoy additional benefits such as discounted travel, family-focused events, and scholarships that help offset the cost of higher education. Gleaner Life is domiciled in Adrian, Michigan, and is licensed in multiple states across the U.S.

A Service Specialist is responsible for providing information about products and services such as surrenders, withdrawals, payments, claims, benefits, annuities, etc., responds to customer/agent requests, concerns, complaints via phone, written correspondence or via e-mail. Other duties include ensuring that customer/agent requests regarding their policies are handled accurately and all correspondence from the insurance operations department is sent in a timely fashion.

A Service Specialist will communicate and document in the file on all phases of information relating to customer service requests. They may prepare reports by collecting and analyzing customer information.

• Provide general policy service to members and agents
• Respond to and answer agent and customer inquiries, providing a positive and memorable customer experience as well as “once and done” service whenever possible.
• Maintain accurate documentation of inquiries and actions in our workflow and policy maintenance systems.
• Compile and update client lists and databases.
• Resolving customer complaints and issues.
• Set priorities and manage workflows with little supervision to ensure efficient, perform timely and accurate processing of transactions.
• Review life and annuity forms to meet technical, legal and underwriting guidelines.
• Process and track customer requests and policy changes by inputting necessary data for accurate completion.
• Process customer requests and policy changes ensuring each case is effectively managed to minimize turn-around time and maximize customer satisfaction.
• Educate the customer on company policies and procedures for Inforce Life and annuity policies
• Assist with departmental projects as needed
• Assist with product testing as needed (premium payments, system changes, etc.)
• Maintain product knowledge of Gleaner’s current and past life and annuity portfolio
• Resolve sales/operational needs/inquiries as it pertains to product clarification of inforce business.
• Research inquiries and respond to appropriate parties in a timely manner.
• Identify defects and provide support to other team members when questions arise around poor quality items. Report situations as needed.
• Keep supervisor advised of status of workload and identify problems for which help is needed.
• Actively attends all available training sessions.
• Performs other related duties as assigned.
• Request annuity 1035’s and transfers (new business and in force)
• Conduct follow-ups to external companies (annuity transfers, 1035 exchanges)

• High school diploma or GED; one year of administrative office experience in a fast-paced environment or Financial Industry
• Experience with a PC and working knowledge of Microsoft Office Programs (Word, Excel, Access, and Outlook)
• Basic mathematical skills, such as, addition, subtraction, multiplication, and division for: calculating premium, checking illustrations
• Customer-service oriented with strong interpersonal skills.
• Attentive to detail and able to quickly identify errors.
• Excellent written and oral communication skills.
• Excellent architecture and technical support documentation skills.
• Highly self-motivated and self-directed.
• Process a variety of tasks and high volumes of work in a fast paced, time-sensitive, environment

• Strong verbal communication for use when speaking with society members, agents, coworkers, and supervisors
• Strong written communication for use when corresponding to society members, agents and coworkers via letters, facsimile, or emails

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components.
• Office-based.
• Work conditions include standing, lifting, bending, stooping, and reaching.