• TMSM COC
  • Customer Care Analyst I - Health Operations - Remote

    Posted: 07/31/2022

    Location: Various Locations
    Work Type: Full Time Regular
    Job No: 500584
    Categories: Customer Service
    Application Closes: Open Until Filled

    If you thrive in a fast-paced environment and enjoy helping people, here’s the ultimate career move. As a Customer Care Analyst, you’ll provide customer service via multiple channels such as phone and email to an extremely important group of people – our customers. In this role, you will be the voice of Mutual of Omaha — the voice our customers turn to for clarity, support, and guidance. You will quickly assess each customer’s needs, research a variety of outcomes and provide real-time solutions to policyholders.

    We will provide you the training and support you need to best serve our customers. While most customer interactions will be positive and routine calls, it may be necessary to ease situations at times. Through it all, you will strive to provide the industry-leading service that we are proud to offer at Mutual of Omaha.

    Sound like you? Then apply today and join forces with a company that can amplify your strengths and empower your career. Classes start September 16th for Health Operations . 

    MUST be able to work full time hours Monday - Friday 8:00 a.m. - 4:30 p.m. CST during training
    Hours after training are Monday - Thursday from 9:00am - 5:30pm CST and Friday's from 8:30am - 5:00pm CST

    What We offer:

    An hourly rate of pay of $19.00
    These roles will onboard, train and work remotely from home - You must have access to high-speed internet, 150MBPS
    Career advancement opportunities
    Daytime shift availability
    Medical, dental, and vision insurance for full time employees
    401(k) plan with 6% employer match with additional 2% employer contribution, vacation accrual, and paid holidays
    PLUS many more amenities and benefit perks!

    WHAT YOU'LL DO:

    • Receives, analyzes and processes incoming inquiries, communicating outcomes.
    • Effectively responds to and resolves customer requests by utilizing customer service & product knowledge skill sets, systems, policies, procedures, regulations and other reference materials.
    • Provides exceptional customer service via multiple channels such as phone (to include inbound and outbound calls), written/email correspondence, etc.
    • Performs service recovery techniques to resolve requests.
    • Provides compliant and easily understood resolution options with the desired outcome of creating a positive customer experience.
    • Supports the retention of customers, to include identifying opportunities to grow the business.
    • Develops and maintains effective working relationships with internal and external parties to include customers, team members, business partners and other stakeholders.
    • Collaborates with internal partners to gather information and develop resolutions and/or options to be communicated to external customers.
    • In support of our operational excellence standards, actively participates in (and may at times lead) the identification of process improvements, to include implementation support.
    • Provides insights and recommendations regarding process improvements, training and the quality of service delivery.
    • With primary focus on customer satisfaction, provides an effective level of customer service by meeting and/or exceeding department standards related to customer satisfaction, attendance, productivity and quality.
    • Meets deadlines and performs successfully within a fast-paced, ever-changing and diverse production environment, to include multitasking, system utilization and accurately analyzing and handling entire requests from start to finish.
    • Actively participates in self-development opportunities with a willingness to learn new skills.
    • Assists with peer coaching through information and knowledge sharing, resulting in team skill development and exceptional customer service delivery.
    • Stays abreast of and adheres to Company processes and procedures, industry changes, federal and state legislation and regulations.

    ABOUT YOU:

    • You help promote a culture of diversity and inclusion within the department and the larger organization. You value different ideas and opinions. You listen courageously and remain curious in all that you do.
    • You are able to work remotely and have access to high-speed internet.
    • Must be located in United States or Puerto Rico
    • Ability to actively listen, assess and understand the needs of the customer and demonstrate accountability in responding to and resolving requests in an empathetic, respectful and timely manner.
    • Ability to work flexible shifts and maintain regular and predictable attendance with adherence to department expectations.
    • Shows a sense of urgency and is accountable for results.
    • Ability to demonstrate approachability, work independently, and/or as part of a team, in a collaborative environment.
    • Ability to adapt to a diverse and changing work environment.
    • Willingness to learn new skills with an ability to multi-task.
    • Effective time management and organizational skills with an attention to detail and analytical and decision-making abilities.
    • Effective verbal, written and interpersonal communication skills, sound judgment and the ability to think within a structured and compliant work environment while focusing on the customer.
    • Ability to learn and utilize a variety of computer systems simultaneously such as web tools, policy administration systems and Microsoft products, with proficient keyboarding skills.

    VALUABLE EXPERIENCE:

    • Insurance product knowledge.
    • Experience within a customer service environment.
    • Experience with the application of policies, practices and procedures in a business environment.

    WHAT WE CAN OFFER YOU:

    • A diverse workplace where associates feel a sense of belonging. To learn more about our commitment of Diversity, Equity and Inclusion, please visit our website
    • An organization that feels like a small, close-knit community and has the strength of a Fortune 500 company.
    • Tuition reimbursement, training and career development.
    • Comprehensive benefits plan that includes medical, dental, vision, disability and life insurance.
    • Flexible spending accounts for healthcare and childcare needs.
    • 401(k) plan with a 2% company contribution and 6% company match.
    • Competitive pay with an opportunity for incentives for all associates.
    • Flexible work schedules with a healthy amount of paid time off.
    • For more information regarding available benefits, please visit our Career Site.
    • Salary Range: $19.00/hour
    • Pay commensurate with experience.
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