Center Customer Service Rep

Payment Center Customer Service Rep

Note:

This position does not offer visa sponsorship.

Hours:

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 solve important issues, and collaborate with the team to reach our full potential and achieve results. You will build the skills to complete first‑call resolution with 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, etc.) from a diverse group of agents, policyholders, and customers in a high‑volume inbound call environment, implementing resolutions that provide quality service with urgency and caring curiosity.
• Navigate 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.
• Process payment‑related transactions (e.g., inbound payments and disbursements on life and annuity policies) in accordance with expectations and meet standards on quality, timeliness, and accuracy.
• Utilize 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.

• Customer Focus:
  You get excited, and feel rewarded in helping people.
• Detail‑oriented with a focus on quality and timeliness.
• 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 an 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 in writing 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 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 9am–5:45pm EST.
• 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 based on experience, education, and market factors, and may vary accordingly.

May also include medical, financial, and other benefits (including 401(k) eligibility and various paid time off, such as vacation, sick time, and parental leave), and eligibility to participate in discretionary annual incentive programs.

$17 – $26 USD

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