Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group1001’s culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets – our employees.

Group 1001, and its affiliated companies, is strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high-performance team. Diversity embodies all the differences that make us unique individuals.  All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.

Customer Solutions Specialist

 

Job Summary

The Customer Solutions Specialist is responsible for providing technical feedback to support the Indianapolis Customer Service teams. They will leverage their in-depth knowledge of Delaware Life products and services to resolve customer inquiries both internally and externally. The Customer Solutions Specialist will utilize all company tools, resources, procedures, and customer service systems to retain ownership and resolve complex problems focusing on resolution and service recovery.  

 

Main Accountabilities:

• Ability to provide guidance regarding internal and external procedures and aid in resolving service issues.
• Facilitate escalated resolutions by following through on complex and detailed service recovery, research, and problem resolution on issues.
• Support Delaware Life and Service Center with any additional projects/requests as needed.
• Review and approve exceptions as applicable, while working with Delaware Life’s operational SMEs to ensure proper compliance with process, procedures and regulations, engaging with legal & compliance as needed
• Manage escalated work items submitted by CSCs, taking ownership of issues and working with BPO to ensure timely resolution.
• Daily management of various queues and inbox(s) ensuring timely response to inquiries and follow through on requests.
• Ensure proper documentation and follow up on all Customer Solution work items through administrative platforms
• Responsible to review, validate and provide feedback to CSCs as necessary
• Complete root cause analysis and review of Service Center errors to determine scope of issues.
• Partner with management team, Service Improvement and L&D to identify areas of opportunity and improve the customer experience
• Partner with various business units throughout the organization to aid in resolving pending/trending items received

Qualifications:

·       Minimum of one-year Annuities Service Center experience

·       Proven technical expertise to support the variable/fixed/index annuity business and in-depth Delaware Life operational and procedural knowledge

·       Proficient with navigation of Delaware Life platforms

·       Strong communication skills (written and verbal)

·       Strong analytical, decision-making skills and attention to detail

·       Proven ability to manage multiple responsibilities, projects and initiatives 

·       Ability to work independently and within a team

·       Proficient in Microsoft Office (Word, PowerPoint, Excel, Visio)

·       SharePoint experience is an asset

Benefits Highlights:  

Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001’s benefits package. Employees (and their families) are eligible to participate in the Company’s comprehensive health, dental, and vision insurance plan options.  Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability, and to enroll in the Company’s Employee Assistance Program and other wellness initiatives.  Employees may also participate in the Company’s 401K plan, with matching contributions by the Company. 

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