Customer Experience
Application Specialist
Posted on 9/16/2023
Protective Life

1,001-5,000 employees

We are on a mission to help more people achieve the sense of protection
Birmingham, AL, USA
Experience Level
Desired Skills
Customer Service
Customer Success & Support
  • High school diploma or equivalent
  • Prior customer service experience is preferred
  • Must have excellent verbal skills, positive attitude, pleasant demeanor, decisiveness, detail orientation, active listening skills, and professionalism
  • Ability to understand the complexities of insurance products and procedures to effectively answer customer questions
  • Must be able to work within multiple programs simultaneously while carrying on a conversation
  • Familiarity or ability to quickly learn medical terminology
  • Interviewing skills to seamlessly solicit additional medical details as needed
  • Skilled at keeping conversations on track and redirecting customer focus
  • Genuine interest in putting the customer first and delivering a distinctive experience
  • Actively engages with the work through issue identification and escalation, acting on customer
  • Feedback and continuously seeks improvement opportunities
  • Ability to meet scheduled hours -- currently expected to be 10:30am-8pm CST Monday - Friday. Assignment of a Saturday shift (9am-2pm) is also expected -- employees that are assigned to work Saturdays are off on Sundays, and an additional weekday
  • Demonstrate excellent verbal and written communication skills necessary to obtain information relative to life insurance applications
  • Deliver a positive phone presence and customer experience. Ability to alleviate customer fears about sharing personal details regarding financial, lifestyle and health information
  • Access, input and retrieve information through various network systems which will require the ability to use multiple systems and multitask simultaneously
  • Utilize technology to assist customers with searches for doctors, hospitals and clinics
  • Active listening to obtain and document personal, lifestyle and medical information accurately
  • Identify and resolve customer needs -proper probing skills, overcoming objections, and advocacy
  • The ability to read complex vocabulary proficiently and deliver scripts in a conversational manner in order to comply with state and company regulations
  • Strong detail orientation to support the automated underwriting solution outcomes
  • Ability to have difficult conversations regarding health as it relates to Life Insurance Guidelines
  • Ability to move fluidly and adapt through variations within the process
Desired Qualifications
  • Bilingual in Spanish (written and spoken) is a plus