Address
Form of work Job Description: Customer Care Advocate - Group Life Products
Max Pay Rate *** per hour
On site training in Cary, NC then fully remote
Requirements:
Ability to report to work in person during training Mon-Thurs and train virtually on Fridays. This will take place out of the *** Cary, NC office. Once nesting is complete associate will transition to work from home.
Ability to work from home which includes high speed internet (500-650 kbps) and a quiet place to work that is secure. (Hotspots and use of Wifi are not allowed - high internet speed is required)
Able to use video during interview, coaching, and virtual training.
An ability to work during the hours of operation of Monday-Friday 8:00am - 11:00pm EST must be flexible in regard to shifts worked, which may change based on business needs.
No time off planned during training until end of nesting.
Requires a high school diploma or equivalent is required. 1-3 years of experience in the field or in Customer Service role is preferred. Work under immediate supervision reporting to an immediate supervisor.
Timeline:
Anticipated Class Start Date: 1/10/2024
In person training, transition to virtual after nesting.
- In person training - 1/10/24 - 2/20/2024
- In person nesting - 2/21/2024 - 3/5/2024
- Role will transition to fully remote on 3/6/2024
Training Hours: 8:30-5pm EST Monday-Friday, 30-minute lunch
Onboarding: First 3 Days
**Schedules after training will be determined using ranking system based on performance in training. Temps will bid on available schedules that very throughout all hours of operation, 8:00am - 11:00pm EST. Ranking will be based on Progress Check scores and Behavior ratings. These behavior ratings will be provided to the trainee once a week so you can gauge your performance. Behaviors consists of:
Attendance Ability to use reference materials
Class Participation Interpersonal skills
Grasp of Material Decision making
Confidence Level Ownership of learning
Technical Skills Adaptability and flexibility
Equipment Coordination:
For this role you will be issued *** equipment which consists of a laptop, 2 monitors, keyboard, mouse and docking station. You are required to return the equipment to *** within a week of your assignment ending.
Responsibilities / Expectations:
Respond to customer requests via telephone, providing excellent service to ***'s customers who have or are looking to obtain a Life insurance policy through their employer. Customers can work with various companies and associates must rely on instructions and pre-established guidelines to perform the functions of the job. Processes transactions, prepares correspondence, and fulfills customer needs to ensure customer satisfaction. Below are some common topics associates can expect to discuss with our customers:
Enrolling or changing their life insurance amount
Confirm or change beneficiary
Policy Provisions (how policy works) IE: will it reduce with age, what policy covers, exclusions etc
How to continue coverage when retired/leave employer
Status of customer requests
Billing inquiries
Max Pay Rate *** per hour
On site training in Cary, NC then fully remote
Requirements:
Ability to report to work in person during training Mon-Thurs and train virtually on Fridays. This will take place out of the *** Cary, NC office. Once nesting is complete associate will transition to work from home.
Ability to work from home which includes high speed internet (500-650 kbps) and a quiet place to work that is secure. (Hotspots and use of Wifi are not allowed - high internet speed is required)
Able to use video during interview, coaching, and virtual training.
An ability to work during the hours of operation of Monday-Friday 8:00am - 11:00pm EST must be flexible in regard to shifts worked, which may change based on business needs.
No time off planned during training until end of nesting.
Requires a high school diploma or equivalent is required. 1-3 years of experience in the field or in Customer Service role is preferred. Work under immediate supervision reporting to an immediate supervisor.
Timeline:
Anticipated Class Start Date: 1/10/2024
In person training, transition to virtual after nesting.
- In person training - 1/10/24 - 2/20/2024
- In person nesting - 2/21/2024 - 3/5/2024
- Role will transition to fully remote on 3/6/2024
Training Hours: 8:30-5pm EST Monday-Friday, 30-minute lunch
Onboarding: First 3 Days
**Schedules after training will be determined using ranking system based on performance in training. Temps will bid on available schedules that very throughout all hours of operation, 8:00am - 11:00pm EST. Ranking will be based on Progress Check scores and Behavior ratings. These behavior ratings will be provided to the trainee once a week so you can gauge your performance. Behaviors consists of:
Attendance Ability to use reference materials
Class Participation Interpersonal skills
Grasp of Material Decision making
Confidence Level Ownership of learning
Technical Skills Adaptability and flexibility
Equipment Coordination:
For this role you will be issued *** equipment which consists of a laptop, 2 monitors, keyboard, mouse and docking station. You are required to return the equipment to *** within a week of your assignment ending.
Responsibilities / Expectations:
Respond to customer requests via telephone, providing excellent service to ***'s customers who have or are looking to obtain a Life insurance policy through their employer. Customers can work with various companies and associates must rely on instructions and pre-established guidelines to perform the functions of the job. Processes transactions, prepares correspondence, and fulfills customer needs to ensure customer satisfaction. Below are some common topics associates can expect to discuss with our customers:
Enrolling or changing their life insurance amount
Confirm or change beneficiary
Policy Provisions (how policy works) IE: will it reduce with age, what policy covers, exclusions etc
How to continue coverage when retired/leave employer
Status of customer requests
Billing inquiries
