Customer Service Rep

Mutual of Omaha provides group insurance products and services to policyholders and providers. The Customer Service Representative handles inbound and outbound inquiries, researches and resolves policy and claim-related issues, and communicates solutions while delivering a seamless customer experience.

Responsibilities:

• Handle inbound calls in a fast‑paced environment, delivering excellent customer service for routine inquiries and assisting with complex cases as needed
• Research and analyze incoming inquiries to resolve customer issues using relevant systems and policies
• Make outgoing calls to gather information on inquiries not readily available in systems
• Stay current on company, industry changes, and relevant regulations to ensure compliance and effectiveness
• Utilize service recovery techniques to turn complaints into opportunities for business growth and retention

Requirements:

• Applicants for this position must not now, nor at any point in the future, require sponsorship for employment
• Experience in a customer service or contact center environment
• Excellent oral and written communication skills, with strong decision-making and analytical abilities
• Demonstrated telephone skills, providing quality customer service consistently
• Proficient in computer systems and keyboarding, with a focus on detail orientation
• Strong interpersonal skills, capable of multitasking and adapting quickly to changes while ensuring customer satisfaction
• Strong planning and organizational skills with the ability to prioritize effectively
• Basic product knowledge relevant to the assigned area
• Familiarity with medical terminology