[Hiring] Employer Service Center Specialist @Pacific Life

Role Description

We’re actively seeking several talented Employer Service Center Specialists to join our team. This role can be fully remote. As an Employer Service Specialist, you’ll play a key role in building and providing a first-class empathetic and frictionless service experience in the Workforce Benefits division.

How you'll help move us forward:

• Serves as a subject matter expert on employee-level processes within Workforce Benefits Customer Service, including a strong working knowledge of applicable workflows, products and processes.
• Services and resolves inbound phone, chat and email inquiries from employees, employers and brokers, including employee-level escalations from peers, regarding Pacific Life Workforce Benefits across multiple product lines, to include Life, Dental, Vision, Disability, Supplemental Health, and Leave.
• Provides education to clients on Pacific Life processes, including education on digital tools to drive self-service and digital adoption.
• Ability to gather information to complete claim intake, as well as understand and articulate the status of a claim – including any outstanding requirements, next steps in processing, etc.
• Provides education to employers and brokers on Pacific Life processes, including education on digital tools to drive self-service and digital adoption.
• Acts as secondary line of support for peers seeking assistance with employee-level inquiries.
• Ability to identify trends and suggest process improvements to deliver an improved level of customer experience.
• Acts as a liaison between customer and other areas within Pacific Life to drive resolution to customer issues and drive customer satisfaction.
• Helps onboard new team members and mentor them through the learning journey. Ability to coach and mentor new and existing team members as required.
• Participates and contributes to team meetings or special tasks and assignments and brings innovative ideas and a continuous improvement mindset to the department.
• Consistently supports and promotes change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.
• Willingness to step-in to assist other areas of the business with Employee Services initiatives such as, training, QA or surge, with a positive, “One Pacific Life” mindset.
• Fosters strong partnerships and collaborates with key internal areas, such as Compliance/Legal, Support Services, Intake/Admin, etc.
• Comfortable using chat and/or video communication via Microsoft Teams throughout the day to communicate with teammates, leadership and on occasion, external customers.
• Job performance must meet department standards for work prioritization, productivity, quality and timeliness.
• Identifies, understands and ensures that actions, behaviors and decisions are consistent with the department, division and Pacific Life Mission & Vision.
• Completes other duties as assigned with a positive, “One Pacific Life” mindset.

Qualifications

• Strong communication skills – both written and verbal – including the ability to anticipate and address next questions/root cause.
• Demonstrates an empathetic and customer centric mindset with a proven problem-solving skillset.
• Ability to communicate effectively in a customer-centric and professional demeanor.
• Willingness to accept coaching and provide feedback to peers, teammates, and leaders.
• Ability to thrive in a flexible, but metrics-based environment.
• Comfortable operating in a start-up environment where processes and procedures are still being developed.
• Demonstrated ability to use sound judgement and discretion regarding confidential information.

Requirements

• College degree or equivalent work experience preferred.
• Insurance industry background, which includes group benefits experience, preferred.
• Familiarity with Microsoft applications such as, Teams, Outlook, Word and Excel.
• Availability to work between 5:00 am and 5:00 pm PST, Monday through Friday, with flexibility to cover non-standard shifts as needed, given advance notice.

Benefits

• Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents.
• Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off.
• Paid Parental Leave as well as an Adoption Assistance Program.
• Competitive 401k savings plan with company match and an additional contribution regardless of participation.

Company Description

Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own.