Employer Service Center Specialist

Overview

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. Its a big ask, but its 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 its the right thing to do. Pacific Life is more than a job, its a career with purpose. Its a career where you have the support, balance, and resources to make a positive impact on the future including your own.

Were 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, youll 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.

The Experience You Bring :

What Makes You Stand Out :

Base Pay Range : $24.44 / hr - $29.87 / hr

Benefits

EEO Statement :

Pacific Life Insurance Company is an Equal Opportunity / Affirmative Action Employer, M / F / D / V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.

Senioruty level

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There are additional postings and references in this description that are not part of the current role and may be remnants from a larger job page. The core responsibilities, qualifications, and benefits above reflect the Employer Service Center Specialist position.

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