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Customer Service - Customer Service Specialist

Arlington, VA, USA Req #34
Tuesday, August 11, 2020

The Navy Mutual Aid Association is committed to helping military members grow and protect their wealth through providing life, annuity products, and services. Also, assisting Sea Service members and their families in securing federal benefits to which they may be legally entitled.

Formed in 1879, we are a non-profit, member-owned association that provides high-quality life insurance, financial education and other benefits to military families nationwide. 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. Please find below a short video that reflects Navy Mutual Aid Association’s Mission and Values.

https://www.youtube.com/embed/60nERBKxwUo


The primary role for 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 Director of Customer & Beneficiary Services


Core Working Hours: 8:30 am to 5:00 pm


Qualifications/Characteristics:

  • 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.

Primary Responsibilities:

  • 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
  • Efficiently navigate systems to provide an accurate response to the customer’s inquiry; (e.g., 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, 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 www.navymutual.org 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 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. 

Other details

  • Pay Type Hourly
  • Employment Indicator Normal FT
  • Travel Required No
  • Required Education Bachelor’s Degree
  • Job Start Date Monday, September 14, 2020
  • Arlington, VA, USA