Health and Annuity Customer Care Analyst II

Join a team dedicated to delivering an exceptional customer experience. In this role, you will provide direct support to policyholders, producers, providers, and other stakeholders through phone, email, and written correspondence. You will resolve customer inquiries, process complex transactions, and manage a variety of service requests with professionalism and efficiency.

Successful candidates will demonstrate strong customer service skills, the ability to analyze and process multifaceted requests, and the confidence to work independently with minimal supervision. This position offers the opportunity to develop an expanded knowledge base while contributing to a collaborative, engaged, and accountable workforce focused on customer satisfaction and operational excellence.

WHAT WE CAN OFFER YOU:

• Hourly Wage: $21.00, plus annual bonus opportunity.
• 401(k) plan with a 2% company contribution and 6% company match.
• Work-life balance with vacation, personal time and paid holidays. See our benefits and perks page for details.
• Applicants for this position must not now, nor at any point in the future, require sponsorship for employment. 

WHAT YOU'LL DO:

• Deliver exceptional customer service by handling inquiries, resolving issues, and communicating outcomes through phone, email, and written correspondence while supporting customer retention.
• Meet performance expectations for customer satisfaction, quality, productivity, attendance, and schedule adherence in a fast-paced, customer-focused environment.
• Analyze and process complex policy transactions, make informed decisions, manage financial-impacting requests, and identify opportunities to retain and grow business.
• Collaborate effectively with customers, providers, producers, and internal partners to resolve issues, share knowledge, support team development, and improve processes.
• Demonstrate accountability, adaptability, and continuous learning by staying current on products, procedures, regulations, and industry changes while proactively contributing to operational excellence.

WHAT YOU’LL BRING:

• Proven experience with the Health product line
• Proven experience working in the Health Call Center 
• Demonstrate accountability, professionalism, and a strong sense of urgency while adhering to company policies, performance expectations, and attendance requirements.
• Provide exceptional customer service through active listening, effective communication, empathy, and timely resolution of customer inquiries and concerns.
• Successfully manage high-volume phone interactions while multitasking across multiple systems, applying product knowledge, and maintaining accuracy and attention to detail.
• Utilize strong analytical, organizational, and problem-solving skills to make informed decisions, manage priorities, collaborate effectively, and continuously improve through feedback and learning.
• You promote a collaborative culture, value different ideas and opinions, and listen courageously, remaining curious in all that you do.
• Able to work remotely with access to a high-speed internet connection and located in the United States or Puerto Rico.

PREFERRED:

• Seasoned Health service call center skills and knowledge.
• Willingness to be on camera to actively participate in daily team huddles.
• Experience with the application of policies, practices and procedures in a business environment.
• Broad insurance product knowledge.

We value unique experience, skills, and passion for innovation. If your experience aligns with the listed requirements, please apply! 

If you have questions about your application or the hiring process, email our Talent Acquisition area at careers@mutualofomaha.com. Please allow at least one week from time of applying if you are checking on the status.

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