[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 focused on delivering value and operational performance. The CARE Team Specialist is responsible for providing technical feedback to support customer service teams and resolving customer inquiries while ensuring compliance with procedures and regulations.

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