Customer Experience Associate

Job Overview As a key member of our customer experience team, you will be the first point of contact for customers, providing empathy, guidance and support for annuity applications and policy services through phone, email, chat and other channels. You will ensure accurate processing, maintain detailed records, and collaborate across teams to deliver excellent service while meeting performance goals. Responsibilities Serve as the first point of contact for customers, showcasing empathy and customer‑centricity. Engage with customers via phone, email, chat, or other communication channels to understand their needs and provide guidance on enrollment, policy servicing, and related services. Accurately process annuity applications, ensuring compliance and correctness. Handle and service policyholder requests, including policy updates, changes to annuity contracts, beneficiary changes, address updates, and payments. Maintain detailed records of customer interactions and ensure accurate data entry in CRM and policy administration systems. Collaborate with internal teams to resolve customer inquiries efficiently, meeting performance goals. Meet and exceed performance goals, including CSAT score, service level targets, quality goals, compliance regulations, and productivity targets. Protect the privacy and confidentiality of customers, clients, and company intellectual property. Qualifications 2+ years of experience in customer service environments, with a passion for building customer loyalty. Bachelor’s degree or equivalent work experience. Resilient ability to handle continuous influx of customer calls/chats while balancing performance metrics and staying positive. Strong written and verbal communication skills. Tech‑savvy, proficient with multiple tools and applications (Office 365, Google Suite, Confluence, Zendesk, Amazon Connect, Salesforce). Effective team player, able to help others within a team. Ability to work full‑time during standard office hours (8am–5pm EST) and be available on days following major holidays; occasional outside‑hour collaboration may be required. Experience in fintech, insurtech, or financial services industry is a plus. Benefits Health, dental, and vision insurance plans for employees and families. Basic and supplemental life insurance, short‑ and long‑term disability coverage. Immediate access to the company's Employee Assistance Program and wellness programs. 401(k) plan with company match contributions. We value diversity and strive to create an inclusive environment where individuals feel respected and valued. #J-18808-Ljbffr