Customer Relations Specialist

Annuities & Life Insurance Waltham, Massachusetts Indianapolis, Indiana


Description

Position at Delaware Life

Group1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group1001’s culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets – our employees.

Company Overview

At Delaware Life Insurance Company, we’re focused on what matters:  creating insurance products that perform, delivering a seamless customer experience with honesty and efficiency, and being great to work with every time.  Delaware Life is a member of Group One Thousand One (Group1001), an ecosystem of businesses making insurance more useful, intuitive and accessible for everyone.  We’ve made it our mission to deliver pure value to our customers.  

Group 1001, and its affiliated companies, is strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high-performance team. Diversity embodies all the differences that make us unique individuals.  All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.

 

Job Summary

The Customer Relations Specialist will be responsible for resolving written complaint inquiries, for both Life Insurance and Annuity products.  Complaints may be received from regulatory agencies, such as the (DOI)-Department of Insurance, (SEC)-Securities and Exchange Commission, (NASD)-National Association of Securities Dealers, and our Customers and Distributors. The Specialist will work closely with our Legal and Compliance departments, our third party administrator, and other areas of the organization, to resolve written complaints and ensure Delaware Life’s products and services are delivered in accordance with service level agreements and within established guidelines. The Customer Relations Specialist will be responsible for complaint resolution and for managing various processes with our Administrative vendor to ensure a quality customer experience is delivered and maintained.  This will include responding to inquiries from Customers, Distributors and Regulators, when the experience did not meet expectations.

Main Accountabilities

  • Written compliant resolution and reporting.
  • Communicating complaint activity and trends to Management.
  • Prepare and present recommendations for complaint resolution in weekly complaint review meetings.
  • Collaborate with Compliance on complaints involving agent misconduct, suitability allegations, and fraud.
  • Conduct root cause review to understand gaps in service delivery. 
  • Recommend Guideline revisions based on complaint trends.

Qualifications

  • Strong working knowledge of Annuity and Life Products (Fixed, Fixed Index, and Variable).
  • Background in Financial Services/Insurance with Customer Service and/or Operations experience preferred.
  • BA/BS degree or a minimum of 3-5 years of equivalent experience.
  • Requires excellent written and verbal communication skills, especially demonstrated writing skills.
  • Strong commitment to customer service and quality.
  • Ability to multi-task with strong analytical and problem-solving skills.
  • Strong background knowledge of MS Office Suite, specifically Word and Excel.
  • Candidate must be detail orientated with strong organization, decision making, and prioritization skills.
  • Strong background knowledge of MS Office Suite, specifically Word and Excel.