Customer Service - Customer Service Specialist

Navy Mutual Aid Association
Alexandria, VA
Nov 28, 2021
Dec 02, 2021
Customer Service
Full Time
The Navy Mutual Aid Association is a non-profit, member-owned mutual association established in 1879 to provide affordable life insurance and peace of mind to members of the military and their families. One hundred and forty years later, our mission and commitment to protect those who defend us remains unwavering. Through quality life insurance products, no-cost educational programs and unparalleled service Navy Mutual has earned the loyalty and support of our growing membership. Financially strong, Navy Mutual is proud to be a first-choice provider of life insurance to service members and their loved ones. Our team's efforts to serve and protect our members and their loved ones is the reason that Navy Mutual enjoys outstanding customer satisfaction member retention ratings. Inspired by the history and character of our own Members, Navy Mutual naturally promotes a strong, hardworking culture. Our staff, leadership, and Board members continuously strive to provide exceptional service and expert guidance to Navy Mutual Members, servicemembers and their families. Navy Mutual is committed to fostering, cultivating and preserving a culture of diversity and inclusion, and embraces the characteristics that make our employees unique. We understand the collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but Navy Mutual's reputation and success as well. For a better understanding of our mission and culture, we have included a link of a short video with testimonials from our senior leadership and employees. The primary role of the Customer Service Specialist is to research and resolve member issues and inquiries about their existing policies via phone, e-mail, regular mail and/or in person; provide excellent service in a timely, professional and courteous manner. Document all interactions and member feedback in the Customer Relationship Management ("CRM") system. This position is full-time and is located in Arlington, Virginia and will report to the Vice President, Member Services. The working hours for this positon will be 9:30am to 6:00pm. Core Working Hours: 8:30 am to 5:00 pm Qualifications: Bachelor's degree and/or 3-5 years of call center and customer service experience with life insurance expertise preferred. Proven knowledge with call center operations and concepts, processes, procedures and practices is a must, to include knowledge of call center or other CRM systems, and/or multiple phone queue systems. Insurance certifications such as FLMI, CLU, or ACS preferred and/or a detailed knowledge of Navy Mutual's operations and products is a plus. The ideal candidate will demonstrate a high level of professionalism, an exceptional customer focus, and very strong attention to detail. Must also possess strong independent thinking and problem-solving skills, and the flexibility and patience to work through multiple customer demands and challenges. This person will adapt well under pressure, be self-motivated and self-directed, and driven to go the extra mile to ensure Navy Mutual's goals are achieved while delivering exceptional customer service. Duties & Responsibilities: Efficiently navigate systems to provide an accurate response to the customer's inquiry; (eg, Outlook, Product Calculators, Illustration Systems, Policy Administration System, Imaging System, CRM, Sales Force, Call Center Software, etc. Maintain in-depth knowledge of operations of the life cycle of Life and Annuity products to include Billing and Collections, Distributions, and In-force processes. Counsel members to attempt to conserve policies that are in danger of lapse or termination; track reinstatements to completion, fulfill requests for any contract related activity, and In-Force Illustrations; proactively contact members regarding changes in addresses, bills, statement notices, etc. Maintain a thorough understanding and knowledge of all Navy Mutual products and services provided to Members. Educate and counsel Members and their families on military benefits as well as the benefits of Navy Mutual membership and products. Refer potential sales to Sales Representatives as needed. Enrich and strengthen the relationship between Navy Mutual and our Members using effective written and verbal communication skills, empathetic listening skills and presenting a calm and collected presence; actively seek information to understand Member's circumstances, problems, expectations and needs. Successfully function within a team environment and actively participate in achieving team goals. Participate in the cross-training of all duties, in order to ensure proper continuity of operations and coverage of operational functions at all times. Comply with pertinent laws/regulations, Bylaws and policies established by the Board, and all written/verbal instructions received from the President & CEO, COO, Director of Claims & Customer Service. A demonstrated ability to learn and continuously develop industry knowledge and best practices. Other duties as assigned. Navy Mutual offers a Full Benefits package including, medical, dental, vision, 401k, Student Loan Assistance, Tuition Reimbursement, life and disability insurance. Salary: Commensurate with Experience We recognize that our strength and success are directly linked to the quality and skills of our diverse employees. We are proud to be a place where talented people who strive to support the mission and values of our association can grow as professionals, leaders, and individuals. Please visit to learn more about our guiding lights, history and mission. Navy Mutual Aid Association is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law. Navy Mutual utilizes E-Verify.