Customer Care Analyst – Remote

Join our supportive and dedicated team as a Customer Care Analyst, where your work goes beyond answering calls— you’ll provide clarity and care when customers need it most. Our callers include seniors transitioning to Medicare, some facing complex health challenges, and individuals managing their final wishes through life insurance beneficiary decisions, among others.
While the work is fast-paced and at times, complex, with back-to-back calls and varying customer needs, it’s also incredibly meaningful. You’ll be the steady voice our customers rely on, playing a vital role in building trust, guiding them through tough moments and creating lasting positive experiences.

If you're looking for a rewarding career where you can truly make an impact, we encourage you to apply today!

TRAINING DATES & SCHEDULE:

Our next start date is February 18, with virtual training beginning February 23.

Training is a structured, instructor-led program designed to set you up for success in the Customer Care Analyst role. The program includes a combination of foundational learning, system navigation, call handling practices and guided support as you build confidence in the role.

Training is held Monday through Friday, 8:00 AM – 4:30 PM CST.

The length of training may vary based on business needs and learning progression.

Following training, your regular shift will transition to our closing hours: 9:00 AM – 5:30 PM CST.

WHAT WE CAN OFFER YOU:

• Hourly Wage: $21.00, plus annual bonus opportunity.
• 401(k) plan with a 2% company contribution and 6% company match.
• Work-life balance with vacation, personal time and paid holidays. See our benefits and perks page for details.
• Applicants for this position must not now, nor at any point in the future, require sponsorship for employment. 

WHAT YOU'LL DO:

• Provide exceptional service in a high-volume contact center environment by handling back-to-back inbound calls, many of which involve complex or emotionally sensitive situations.
• Support customers navigating challenging experiences with empathy, professionalism and urgency, de-escalating concerns and turning tough moments into positive outcomes.
• Manage multiple systems and screens while resolving inquiries accurately, all while meeting or exceeding productivity, quality and attendance goals in a fast-paced environment.
• Build strong, collaborative relationships with your team, internal partners and customers, while upholding our values of customer focus, integrity, innovation, accountability and collaboration.

WHAT YOU’LL BRING:

• Strong communication skills—You listen with empathy, speak with clarity and know how to build trust, even during tough conversations.
• Problem-solving mindset—You’re quick to assess a situation and work toward a resolution, aiming to take care of the customer’s need in just one call.
• Accountability and reliability—You show up for our customers and your team, consistently meeting schedule expectations and taking ownership of your work.
• Tech-savvy confidence—You’re comfortable navigating multiple systems, troubleshooting online portal issues and guiding customers step-by-step over the phone.
• You promote a culture of diversity and inclusion, value different ideas and opinions, and listen courageously, remaining curious in all that you do.
• Able to work remotely with access to a high-speed internet connection and located in the United States or Puerto Rico.

PREFERRED:

• Experience in a customer service or contact center environment. 
• Experience with the application of policies, practices and procedures in a business environment.
• Exposure to the insurance or healthcare industry.
• Basic understanding of life and health insurance products, terminology and processes.
• Willingness to actively participate in team huddles, including on-camera engagement. 
• Ability to multi-task effectively, work under pressure, meet deadlines and adapt to changing customer and business need.

We value diverse experience, skills, and passion for innovation. If your experience aligns with the listed requirements, please apply! 

If you have questions about your application or the hiring process, email our Talent Acquisition area at careers@mutualofomaha.com. Please allow at least one week from time of applying if you are checking on the status.

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