JOB DESCRIPTION:

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. 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.
We’re actively seeking several talented Employer Service Center Specialists to join our team. This role can be fully remote or hybrid (4 days in the office per week), if you are located within 50 miles of our Omaha, NE or Newport Beach CA offices.
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.
Within the Workforce Benefits Division, we are striving to build an industry-leading customer experience through a unique, standardized product mix and focusing on digital-first solutions. That said, we recognize the importance of customer service and human-to-human interaction and are working to strive the right balance of technology when helpful but human interaction when necessary. For that reason, we understand just how important the Employer Service Specialist role is at helping us achieve our overall customer experience objectives.
This role is the third level in a four-tier career path with potential for growth into leadership positions, cross-functional roles, and specialized areas of expertise as you gain experience and demonstrate strong performance

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.
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THE EXPERIENCE YOU BRING:

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 prove 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.

Please refer the Job description for details