Customer Care Specialist

Job Overview

Hybrid role based in Windsor, CT. 60% of the work week is expected to be in office, with the remaining time worked from home within the continental United States.

• Receive inbound calls, emails, or chats regarding products and services; provide thorough and accurate responses to policyholder or field force inquiries.
• Process Point of Call transactions including name changes, transfers, cancellations, and beneficiary changes; promote good customer relations through a professional and friendly demeanor.
• Compose and generate communications to request information or confirm actions; respond promptly and resolve problems with a caring attitude.
• Navigate computerized systems to track, gather, and research information; route and track outstanding requests to ensure timely resolution.
• Maintain confidentiality of customer information, follow the Code of Business Conduct and Ethics, and stay current with policy and procedural updates.
• Maintain a well‑developed knowledge base of assigned products and services; further knowledge through training, seminars, and self‑education.
• Perform other related duties as required.

• High School Diploma or Equivalent.
• 1–2 years of related work experience and completion of required training programs.
• Knowledge of principles and processes for providing customer and personal services, including needs assessment, quality standards, and customer‑satisfaction evaluation.
• Knowledge of administrative and clerical procedures and systems such as word processing, file and record management, and other office procedures.
• Strong verbal and written communication skills across all channels.
• Problem‑solving skills and Microsoft Excel proficiency.
• Experience translating from Spanish to English and English to Spanish (for bilingual positions).
• Emotional intelligence skills—active listening, defusing tough conversations, and maintaining a calm demeanor in high‑emotion environments.
• Time‑management skills and the ability to support team members and customers.

• Bi‑Linguistic (Spanish).

Required – High School Diploma or Equivalent; 1–2 years related experience and required training.

Preferred – Bi‑Linguistic (Spanish).

Salary range: $37,440 – $51,500. Additional benefits include medical, dental, vision, prescription‑drug coverage; health‑care and dependent‑care flexible spending; supplemental policies; 401(k); annual bonuses; stock‑purchase offer; 11 paid holidays; up to 20 days of PTO; and applicable leave laws.