Wellabe is looking for a Customer Success Specialist 2 to join our team. The Customer Success Specialist 2 is responsible for providing customer service to policy holders and medical providers by answering phone calls about moderately complex concerns, complaints, and changes.
Be successful in this roleSomeone in this role will:
- Receive calls, respond to workflows and chat to answers basic to moderately complex questions from policyholders, medical providers, and sales agents on life, preneed, or health (such as Medicare supplement, dental, vision, hearing, Hospital Indemnity & Ancillary Products) policies such as claims, benefits, and premiums while protecting privacy as outlined by state and federal regulations.
- Receive and process basic to moderately complex changes such as premium refunds, deductible changes, co-insurance changes, network changes, refunds premiums, reconciliation, balancing, removing dependents, standard terminations and other related items.
- Document all aspects of customer claims to ensure file has all information required to fulfill policyholder and/or provider requests.
- Occasionally research systems, websites, and work with internal departments to accurately follow-up with and resolve basic to moderately complex policyholder and provider complaints and concerns, escalating issues appropriately to more experienced peers to resolve more complex issues and assisting peers through chat lines as needed.
- Plan, coordinate, and execute basic to moderately complex projects to support the business.
- Train, mentor, support, and develop less experienced customer success representatives by providing advice, coaching and educational opportunities.
- Working knowledge of the principles, processes, and practices related to customer success.
- Ability to meet and maintain metrics of a Customer Success Specialist 2; including First Call Resolution, efficiency, quality, productivity, core competencies, etc.
- Average accuracy on judgement for policies, requests, and documentations with a working attention to detail.
- Strong verbal and written communication skills with the ability to respond effectively to both internal and external customers.
- Active listening skills with ability to understand concern and ask relevant questions.
- Ability to maintain policyholders, medical providers, and sales agents’ privacy by following state and federal regulations.
- General knowledge of MS Office (Excel, Word, Outlook).
- High school diploma or GED equivalence.
- 1+ year customer service or related experience.
- Insurance industry experience, a plus.
- Hybrid availability
- 401(k) with company match
- Health insurance
- Paid time off, holidays
- Volunteer time off
- Lifestyle Spending Account (LSA)
- Paternity leave
We believe each of us has potential to grow and adapt with our business. We take your career as seriously as you do. Helping you develop your skills and talents leads to opportunities — not only for you, but also for our company. That’s why we provide:
- LinkedIn Learning Premium access
- CliftonStrengths® assessment and coaching
- On-site and virtual workshops and cohorts featuring world-class content from FranklinCovey, Crucial Learning, Gallup, and more
- Free world-class insurance acumen courses through AHIP and LOMA
- Reimbursement and bonus opportunities for professional designations and certifications, including a tuition reimbursement program
- Opportunities to take part in Wellabe's mentorship programs
Since 1929, Wellabe has been finding solutions to help our customers protect their health and financial well-being. And we’re committed to fostering an internal culture of inclusivity, well-being, and development so each of our team members can succeed. Learn more about Wellabe’s culture of betterment by visiting wellabe.com/culture.
Wellabe is full of smart, caring, hard-working people with a broad range of talents who understand collaboration is key. We bring our best selves every day, to connect with others to solve problems, spark innovation, and bring ideas to life. Meet the team and learn what makes Wellabe a great place to work by visiting wellabe.com/news/employee-spotlights.
Our core values:
- Be dedicated: Show unwavering commitment by proactively taking initiative, setting clear goals, and managing time effectively.
- Be trustworthy: Take accountability for actions, navigate difficult conversations with integrity, and build strong relationships through consistent, honest behavior.
- Be determined: Demonstrate enthusiasm and a relentless drive to overcome obstacles and achieve goals.
- Be collaborative: Foster teamwork by being self-aware, actively listening, and effectively communicating across all levels.
- Be open: Embrace diversity and new ideas to create an inclusive environment.
- Be generous: Embody generosity and compassion by serving a greater purpose and helping others.
- Be better: Commit to continuous improvement and adapt effectively to change.
- Be well: Prioritize physical and mental health, manage stress, and demonstrate emotional intelligence.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- 1+ year customer service or related experience
- High school diploma or GED equivalence
- Strong verbal and written communication skills
- General knowledge of MS Office (Excel, Word, Outlook)
What We Do
Our company was founded by Watson Powell in 1929 as American Republic Insurance Company. From the beginning with 200 charter policies, our company was dedicated to providing personal insurance services at an affordable price. Through sound fiscal responsibility, our young company survived the Great Depression, which came just six months later. By 1945, our company moved beyond our Iowa borders to do business in a second state, Minnesota, rapidly followed by more states. And today, Wellabe’s six insurance companies are licensed in 49 states and the District of Columbia and are recognized by AM Best as having excellent financial strength. Mr. Powell’s vision was to create a company founded on the principal of caring. While we have seen tremendous growth over the years, that same caring attitude has carried on to today and will continue to carry on for the next 100 years. We are in a people helping people business, and our entire team is dedicated to always being here for our customers. That’s actually where the name Wellabe comes from – the phrase “we’ll always be.” We’ll always be here for our customers, fulfilling our promises and helping them be well. Even nearly 95 years later, we are still caring for our customers, pushing boundaries, embracing growth, and transforming our organization.
