Note: The job is a remote job and is open to candidates in USA. Mutual of Omaha is dedicated to delivering an exceptional customer experience, and they are seeking a Health and Annuity Customer Care Analyst II. In this role, you will provide direct support to policyholders and stakeholders through various communication channels while resolving inquiries and managing service requests.
Responsibilities
- Deliver exceptional customer service by handling inquiries, resolving issues, and communicating outcomes through phone, email, and written correspondence while supporting customer retention
- Meet performance expectations for customer satisfaction, quality, productivity, attendance, and schedule adherence in a fast-paced, customer-focused environment
- Analyze and process complex policy transactions, make informed decisions, manage financial-impacting requests, and identify opportunities to retain and grow business
- Collaborate effectively with customers, providers, producers, and internal partners to resolve issues, share knowledge, support team development, and improve processes
- Demonstrate accountability, adaptability, and continuous learning by staying current on products, procedures, regulations, and industry changes while proactively contributing to operational excellence
Skills
- Proven experience with the Health product line
- Proven experience working in the Health Call Center
- Demonstrate accountability, professionalism, and a strong sense of urgency while adhering to company policies, performance expectations, and attendance requirements
- Provide exceptional customer service through active listening, effective communication, empathy, and timely resolution of customer inquiries and concerns
- Successfully manage high-volume phone interactions while multitasking across multiple systems, applying product knowledge, and maintaining accuracy and attention to detail
- Utilize strong analytical, organizational, and problem-solving skills to make informed decisions, manage priorities, collaborate effectively, and continuously improve through feedback and learning
- You promote a collaborative culture, value different ideas and opinions, and listen courageously, remaining curious in all that you do
- Able to work remotely with access to a high-speed internet connection and located in the United States or Puerto Rico
- Seasoned Health service call center skills and knowledge
- Willingness to be on camera to actively participate in daily team huddles
- Experience with the application of policies, practices and procedures in a business environment
- Broad insurance product knowledge
Benefits
- Hourly Wage: $21.00, plus annual bonus opportunity.
- 401(k) plan with a 2% company contribution and 6% company match.
- Work-life balance with vacation, personal time and paid holidays.
Company Overview