Senior Customer Service Representative

POSITION TITLE Senior Customer Service Representative POSITION LOCATION Remote (Eastern or Central Standard Time): Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin. SCHEDULED HOURS During training: 8:00AM–5:00PM EST. After training: 9:30AM–6:00PM EST. Schedule may adjust based on business needs. YOUR ROLE As an Operations team member, you will deliver world‑class customer service to policyholders in the Long Term Care team. Your responsibilities include answering inbound calls about Long Term Care policies, processing transactions, meeting phone‑service metrics, and collaborating with peers to improve service delivery. WHAT YOU WILL BE DOING Respond to customer inquiries via inbound phone calls and written correspondence; may also initiate outbound calls, as needed. Review, analyze and process customer transactions such as address changes, stop payments, and related requests to ensure timely resolution. Navigate multiple systems and screens simultaneously while speaking to a customer. Communicate daily with internal and external customers to provide guidance on product features, processes, and new offerings. Champion the customer experience by ensuring satisfaction through ongoing education and support. De‑escalate challenging situations by analyzing issues, collaborating with partners, and resolving complex concerns. Maintain the accuracy and integrity of customer accounts through call follow‑up, documentation, and work‑item management. Continue skill development to handle more complex interactions, demonstrate leadership qualities, and actively contribute to service improvements. WHAT YOU BRING Strong customer service skills with at least 2 years of experience, preferably in a call center environment. High school diploma or equivalent military experience. Ability to successfully complete virtual classroom training before job responsibilities. Proficiency with Microsoft Office applications, including Outlook, Teams, Word, and Excel. Professional, empathetic demeanor with commitment to serving customers, especially within the aging population. Ability to manage multiple tasks and deadlines in a fast‑paced environment while maintaining accuracy and quality. Strong critical thinking, problem‑solving, conflict resolution, and collaboration skills. Clear verbal and written communication skills, with ability to explain insurance products, benefits, and options. Flexibility to adapt to increased volume, schedule adjustments, and process changes to support business needs. Reliable high‑speed internet (minimum 50Mbps) with consistent bandwidth. A dedicated, distraction‑free home office, including desk or workstation suitable for full‑time remote work. Ability to be on camera for trainings, meetings, and other collaborative activities. NICE TO HAVE Associate or Bachelor’s Degree. Prior experience in the insurance industry. Familiarity with HIPAA requirements. EMPLOYEE BENEFITS & WELL-BEING We offer competitive compensation and total rewards, comprehensive healthcare coverage, a 401(k) plan with employer match, paid time off (including 12 holidays, volunteer time, and paid family leave), disability, life, and long‑term care insurance, tuition reimbursement, student loan repayment, and training & certification support. Wellness support includes gym membership reimbursement and Employee Assistance Program resources. ADDITIONAL The base salary ranges from $43,200 to $66,400. In addition, you are eligible for an incentive plan with a target earning opportunity of 5% of base compensation. Base pay is determined by location, experience, and qualifications to ensure pay equity. EQUAL OPPORTUNITY STATEMENT We are proud to be an equal‑opportunity employer. All hiring decisions are based on merit, qualifications, and business need. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, protected veteran status, disability status, or any other legally protected characteristic. #J-18808-Ljbffr