Customer Solutions Specialist I

We are adding a Customer Solutions Specialist I to our team! 

Who We Are:

Since 1909, National Guardian Life Insurance Company (NGL) has been one of America’s most successful and highly rated independent life insurance companies. We specialize in a suite of innovative products for life’s journey, giving people the financial stability, careful guidance and peace of mind to lead a life filled with confidence, dignity and grace.

NGL's Core Values – integrity, dependability, collaboration, compassion and growth are a foundation of our company and help to build on the interactions we have with our policyholders, partners, funeral homes and each other. We believe in creating an inclusive, welcoming environment for all where diversity is celebrated, and everyone is encouraged to live their best, most authentic self. We offer Employee Resource Groups for employees to get involved, learn, network, and offer professional and personal development opportunities.

With over 100 years of experience, our passion is to serve people. Learn more. 

A Day in the Life:

This position provides an opportunity to demonstrate an excellent level of professional customer support to all internal and external customers via phone and written communication. The Customer Solutions Specialist I is responsible for phone support, submitting service requests and written communication according to procedures, and focusing on customer retention by providing a high level of friendly, compassionate, professional and responsive communication. A thorough understanding of processes and procedures across various product lines, and an ability to achieve consistent performance metrics is required. It is also just as important to contribute to and maintain a positive, healthy, team-oriented culture. Work is performed under general supervision.

Primary Responsibilities: 

Delivers high-quality communication primarily over the phone with callers while utilizing critical thinking and problem-solving skills to help find appropriate solutions

Skilled in writing clear and detailed notes and instructions on each call

Effectively writes emails, letters, and other forms of written communication with external customers needing documentation or letters

Leverages resources and reaches out to others when needing support or assistance with escalated situations

Utilizes various systems to locate applicable information and details for each call

Accountable for personal growth and performance metrics

Contributes in a supportive and positive manner with coworkers

Works across the team to ensure coverage with incoming calls and written communication

Completes assigned processing work, projects, tasks, and/or milestones by agreed upon due date

Suggests solutions that meet the immediate and potential future needs and requests of our external and internal customers

Schedule: This is full-time hourly position with a schedule of 7:30am-4:00pm CST, Monday - Friday; with up to two (2) days in the office each week; or as needed for department coverage.  

Essential to Your Success:

Strong oral and written communication skills that convey confidence, professionalism and empathy

Ability to follow procedures for processing and professional phone conversations as well as hold/transfer procedures

General computer knowledge with the ability to learn NGL Systems

Basic typing skills

Good analytical and critical thinking skills

Ability to work in a team environment

Detail oriented and organized

Ability to gather, analyze, and record information skillfully

Ability to complete tasks while talking

Education Requirements:

Minimum: High School or GED

Preferred: Other

Wisconsin Preneed Certification

LOMA 280 and 290 with ACS goal

Years of Experience:

One to two years of customer service, call center experience preferred

What We Offer:

At NGL, we provide a comprehensive Total Rewards package that includes competitive base pay and benefits designed to offer solutions to help meet your unique life needs.

Benefits:

20 days of Paid Time Off growing to 25 days after 5 years

11 Paid Holidays (10 company holidays and 1 personal holiday of your choice)

Health care, dental and vision plans

Up to $1,500 (Family) or $1,000 (Single) annually towards a Health Savings Account 

Annual bonus based on company performance

Paid Parental Leave

401(k) match up to 9%

Paid Sabbatical after 8 years

Paid Volunteer Time

Education Assistance Program

Employee Recognition Program

And much more!

Click here to learn more about our comprehensive Total Rewards program.

NGL is committed to creating a diverse environment and is an Equal Opportunity Employer. Qualified applicants will be considered for employment without regard to race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws.

NGL is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact [email protected].