Customer Service Representative

As aCustomer Service Specialist , you will be the trusted partner our Members rely on. Youll research and resolve member inquiries regarding existing policies through multiple channelsincluding phone, e-mail, mail, and in personwhile providing timely, professional, and empathetic support. With each interaction, you will demonstrate Navy Mutuals unwavering commitment: to protect those who defend us. You will also document all interactions and insights in our CRM system, ensuring accuracy, transparency, and opportunities for continuous service improvement. Key Responsibilities Deliver exceptional customer service by accurately addressing inquiries across phone, email, mail, and in-person channels. Efficiently navigate multiple systemsincluding Outlook, CRM/Salesforce, policy administration platforms, imaging systems, call center tools, calculators, and illustration systemsto resolve member needs. Maintain strong working knowledge of the full life cycle of Life and Annuity products, such as Billing & Collections, Distributions, and In-force processes. Counsel and assist Members with policies at risk of lapse or termination; oversee reinstatements and handle all contract-related activities and in-force illustrations. Proactively reach out regarding address changes, billing matters, and statement notices. Educate Members and their families on military benefits and Navy Mutual products; refer potential sales opportunities to appropriate representatives. Represent Navy Mutual with professionalism and empathy, ensuring every Member feels valued, informed, and supported. Qualifications Bachelors degreeand/or35 years of call center and customer service experience. Life insurance expertise preferred. Strong understanding of call center operations, processes, and toolsincluding CRM and multi-queue phone systems. Exceptional attention to detail; committed to accuracy and high-quality service. Independent thinker and problem-solver with the ability to juggle multiple inquiries and adapt to changing needs. Professional, composed, and customer-focusedeven under pressure. Self-directed, motivated, and driven to go the extra mile to support Members and Navy Mutuals mission.