Customer Experience Associate 1

Customer Experience Associate 1

Job Locations US-MD-Frederick

ID

2025-3212

# of Openings Remaining

Category

Admin Services / Operations

Overview

At Legal & General America, we aim to make a positive difference in the lives of our customers, partners, colleagues, and the communities in which they live. As a recognized market leader of term life insurance, we're working to transform our business through innovation and technology to provide products and solutions that help American families secure their financial futures.

We are a future-focused company, passionate about what we do and how we do it. This means working with pace and energy to reach our goals and challenging ourselves to achieve more. We strive to create a unique environment where balance between work and life is possible. Our employees' passion, dedication and hard work, as well as our career development opportunities, benefits, and employee activities contribute to our positive workplace culture.

The Customer Care Associate will provide prompt, accurate, and exceptional customer service by managing all inquiries and follow-ups in a timely manner while meeting or exceeding pre-defined department and company standards.

Responsibilities

Handle all inbound / outbound phone calls and written communications from internal / external inquiries while maintaining a positive, empathetic and professional delivery.

• Manage and control internal / external escalated issues, identify when appropriate transfer needed to a Team Lead or Manager.
• Consistently meet the pre-defined department goals for calls per hour, average handle time, aux time, productivity and quality.
• Ability to learn and accurately navigate Customer Care applications (ECT, LifePro, Microsoft Word) to respond to customer inquiries and generate correspondence.
• Review and process tasks within pre-defined productivity and quality standards.
• Keep accurate policy records of customer interactions, transactions, comments and
• Lead the team in identifying Sales Opportunities for Direct to Consumer opportunities
• Collaborate with Workforce Planning to ensure capacity plan is maintained in order to meet Service Levels.

Qualifications

Education

Experience / Knowledge

Skills

What's in it for you?

The expected hiring compensation range for this position is $48,500- $53,000 annually. This is a hybrid role, requiring onsite reporting three days per work week with flexibility of work from home days the remaining two.

The total compensation package for this position may include other elements, such as a sign-on bonus, long term incentives, and annual bonuses. This role is eligible to participate in the Legal & General America Annual Incentive Plan. The current target payment for the position is 3% of base salary, modified for corporate and individual performance. Bonuses are pro-rated based on start date. This role has 10 vacation days and 10 sick days that are accrued on a bi-weekly basis. Employees also have 9 paid holidays throughout the calendar year .

We have a competitive compensation and benefits package focused on your overall wellbeing. Employee benefits include health, life, and dental insurance; 401K with company match up to 6% as well as a pension package; generous time off; and wellbeing initiatives throughout the year (we like doing fun stuff). We're big on professional development and we'll support and mentor you in your career progression and expect you to help us pay it forward by helping us develop tomorrow's leaders and growth-focused professionals. We value our teams and our communities and believe in giving back. Enjoy time off to volunteer for those causes that matter most to you!

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department / team performance, and market factors. The Company reserves the right to change benefits plans at any time.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.