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Globe Life · 2 days ago

Support Specialist (Hybrid)

Waco, TX

Full-time

Hybrid

New Grad, Entry Level

Globe Life is committed to empowering its employees and fostering a caring culture. They are seeking a Support Specialist who will assist in resolving escalated consumer and agent-related issues by gathering information and providing detailed outlines of pertinent data.

Financial ServicesInsurance

Responsibilities

Review and manage a number of scheduled (daily/weekly/monthly/etc.) reports to identify areas of possible concern; gather information to either resolve independently or summarize findings of research and escalate for direction on further action needed

Research and monitor quality and actions of independent contractors based on instructions given

Review Company records to provide documentation needed to solve problems of escalated formal complaints from both customers and independent contractors

This includes but is not limited to reviewing internal Company files, as well as frequently placing outgoing calls to customers and independent contractors

Review social media complaints related to agents or customers by following up on the allegations to resolve

Must use logical reasoning to differentiate between complaints that can be resolved independently versus those more serious in nature which require escalation for additional review prior to response

Prepare correspondence, communications, reports, and other documents

Work on additional projects as needed to provide team support

Qualification

Policy Owner ServicesMicrosoft OfficeBilingualOrganizational skillsInterpersonal skillsAttention to detailConfidentialityProblem solvingFlexibility

Required

Experience providing support at a high level with a strong degree of accuracy

Prior experience or knowledge of Policy Owner Services, Policy Issue, Underwriting and Agency Departments

Proficient in computer skills and relevant software

Wide-range knowledge of Company guidelines and procedures

Effective organizational and planning skills

Strong interpersonal and communication skills, collaborate well as a team member but is also able to work well and problem solve with some degree of independence

Ability to multi-task while maintaining a high attention to detail

Confidentiality

Flexible to working with ever changing deadlines on different projects

Microsoft Office skills – inclusive of Excel, Outlook, Word, SQL/Access and PowerPoint