Customer Experience

Application Specialist

Posted on 9/16/2023

1,001-5,000 employees

Website

We are on a mission to help more people achieve the sense of protection

Locations

Birmingham, AL, USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Customer Service

Communications

CategoriesNew

Customer Success & Support

Requirements

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

Responsibilities

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

The work we do has an impact on millions of lives, and you can be a part of it.

We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

Primary Job Role: Establish a foundation of trust in order to work with customers to gather and accurately document extensive lifestyle and medical histories for the overall purpose of underwriting outcomes and creation of legally binding contracts. Lead customers to the right solutions and provide an experience that exceeds expectations throughout the buying journey.

Our Promise: View each customer as a friend for life; Use common sense, communicate clearly; Serve by leading people to the right solutions; Say what you mean, do what you say, and stand behind what you do.

Functions and Responsibilities:

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.

Qualifications

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.
Bilingual in Spanish (written and spoken) is a plus

Employee Benefits:

We aim to protect our employees’ wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.

Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

Diversity and Inclusion:

At Protective, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. Our goal is to grow and develop our people, attract diverse talent and support strong, diverse communities.

We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace unique skills and abilities. Our aim is to create an equitable and accountable environment for all leaders and employees that will drive performance and impact business strategy. In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities and focus on retention of key talent.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing the talents of a diverse and inclusive workforce.