[Remote] CARE Team Specialist

Note: The job is a remote job and is open to candidates in USA. Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance. The CARE Team Specialist is responsible for providing technical feedback to support the Indianapolis Customer Service teams, leveraging in-depth knowledge of Delaware Life products to resolve customer inquiries.

Responsibilities

• 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

Skills

• Minimum of one-year Annuities Service Center experience
• Proven technical expertise to support the variable/fixed/index annuity business
• 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

• 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.
• All employees (regardless of hours worked) have immediate access to the Company’s Employee Assistance Program and wellness programs—no enrollment is required.
• Employees may also participate in the Company’s 401K plan, with matching contributions by the Company.

Company Overview