Care Specialist, In-Force Operations - Bethlehem, PA

Everyone is a leader. As a CARE Specialist (Connect , Advocate, Respond & Empower) in Individual Markets Life & Disability, you are at the heart of business operations. To be successful in this role you must thrive as a member of a dynamic team and be highly accountable and motivated to improve and deliver the customer experience by contributing to team and company success.

Job Description

• Is the opportunity to join a culture where “We Do the Right Thing,” and “We Courageously Shape Our Future Together” important to you? If so, we are seeking a talented and motivated individual to join our team as a Care Specialist.
• In this role, you will be the heart of the business responsible for handling financial and non-financial transactions and policy changes in compliance with regulatory and business requirements. As a member of our CARE Team, you are part of a dynamic group focused on achieving team goals and identifying ways to improve consumer experience.
• As a CARE Specialist, this role is highly motivated and empowered to take ownership and accountability for each consumer interaction by proactively seeking to understand the individuals behind the work, keeping consumers informed during every step of handling their request, demonstrate genuine care, and actively engage with consumers to create meaningful and unexpected experiences. CARE expresses the emotion we want to generate, and it is also an acronym for Communicate, Advocate, Respond, and Empower – the actions needed to show CARE.
• The ideal candidate will be well organized with the aptitude to learn a range of straight-forward and complex tasks including payments, policy changes and disbursement processing for multiple lines of business, and with understanding operational and fraud controls and their importance in mitigating risk and achieving business goals. It is paramount that you can show empathy and put the customer first when handling work, contribute innovative ideas for positive change, and desire to stretch to build the skills needed for further job advancement and career plans.

You are:

• Motivated and inspired to do whatever it takes to positively impact our consumers’ lives and foster their well-being through your flexibility and ability to pivot in various job responsibilities.
• Comfortable communicating with consumers via various ways (e.g., email, phone, chat)
• Action-oriented with a strong desire and ability to learn and move quickly.
• Inquisitive to ask questions to fully learn and comprehend your work.
• Resourceful and able to use available procedures, with an analytical focus on details to ensure your work is accurate. (strong mathematical aptitude a plus!)
• Thoughtful and accountable to commitments and deadlines
• Confident and able to utilize resources and use logic to solve problems quickly.
• Comfortable challenging status quo and offering new ideas and solutions.
• Proactive communicator who can give and receive positive, constructive, candid feedback.
• Comfortable in navigating multiple computer screens
• Flexible to contribute paid overtime equitable with your colleagues, as needed.
• Highly focused on your own development and success, willing to accept stretch assignments, and create meaningful development and career plans based on your skill development needs.

You will:

• Own the client experience by engaging directly with clients, acting to simplify requests by providing outstanding customer experiences.
• Reach out directly to clients, keeping them informed of their request status each step of the way
• Process financial and non-financial transactions for life and disability insurance products in compliance with regulatory and business requirements and time standards.
• Continuously learn and will process straight forward and complex transaction requests including but not limited to payments, policy changes, disbursements, title changes, etc. across multiple lines of business.
• Develop subject matter expert level knowledge of operational products and processes, including fraud controls, mitigating risk, and driving process improvements
• Collaborate with peers to achieve team goals, operating at a high level of consistency to deliver quality and productivity standards.

You have:

• BA/BS degree or equivalent proven experience preferred
• 2 plus years of experience in a customer service role (applicants with backgrounds in retail, banking, hospitality, and call centers have proven to be successful in this role)
• Strong computer skills with the ability to navigate multiple screens and systems at the same time
• Skills for a consumer-centric mindset; you know how to deliver exceptional Wow experiences
• Experience and a desire to be empowered problem solver and decision maker
• Strong collaboration with colleagues
• Exceptional and proactive communication skills and are confident to present ideas
• Excellent organizational skills and attention to detail across a variety of assignments
• Comfortable learning and using proprietary computer applications as well as MS Office

Reporting Relationships:

• As IM CARE Specialist, you will report to a Team Leader who reports to a Manager

Location:

• Hybrid role - 3 days in office, 2 days WFH