Associate Customer Care Professional – Health Insurance

This is a fully remote position, open to applicants in United States.

📋 Description

• Engaging in each unique call from start to finish allows you to concentrate on the details necessary for identifying the right solutions and delivering an exceptional call experience.

• Establishing rapport with callers from various backgrounds is essential to accurately evaluate the situation and offer potentially intricate solutions.

• Efficiently navigating multiple systems while communicating with callers using clear, concise, and positive language as you collect relevant information.

• Assisting individuals in achieving financial clarity and fostering lives filled with meaning and gratitude.

• Entering a role with robust support from experienced teammates, structured ongoing training, and regular consultations with your manager.

• Opportunities for career advancement through monthly coaching sessions and organized career development programs.

⛳️ Requirements

• A high school diploma or equivalent experience; post-secondary education is preferred.

• Experience managing complex customer interactions from support through to resolution.

• Willingness to embrace change and contribute to continuous improvement in a dynamic work environment.

• A private, secure, and distraction-free workspace, which must include reliable power and a hard-wired internet connection via ethernet to router/modem.

• Minimum internet speed requirements: 30 mbps download/10 mbps upload.

• Must be able to pass a criminal background check.

• Proficiency in navigating multiple systems simultaneously (CRM, policy/admin platforms, knowledge base, etc.) and documenting during and after calls.

• Proven success in an omni-channel environment (phone + email/chat) with real-time call documentation and high accuracy.

• Strong documentation skills with clear case notes that facilitate seamless handoffs without rework.

• Typing and data entry speed and accuracy while maintaining call quality.

• Familiarity with continuous improvement practices (Lean/Six Sigma Yellow Belt or equivalent) and a history of suggesting or testing process improvements that reduced After Call Work (ACW) or rework.

• Service-recovery and ownership mindset—closing the loop with customers and financial planners (FPs).

• Comfort in dealing with sensitive or complex life situations (claims, caregiving scenarios) while demonstrating empathy and professionalism.

🏝️ Benefits

• Comprehensive medical, vision, and dental coverage (we prioritize your health).

• 401(k) matching up to 6% and a pension plan (we care about your long-term financial security beyond your career with us).

• Four weeks of paid time off (PTO) plus 12 paid holidays (take care of yourself so you can take care of our clients).

• Up to 20 hours of volunteer time off (support the people we serve and the communities we nurture).

• Corporate gift matching up to 3:1 (for every dollar you donate, we’ll match it).

• No night or weekend shifts! And much more!