Customer Engagement Specialist - Retirement Services

At OneAmerica Financial, our purpose is to create more certainty for our customers that leads to better moments, every day. Our commitment is to advance stability and growth in every solution and relationship. We deliver financial strength that builds for generations, and we are always aspiring, looking ahead, and collaborating to achieve more, together. Come be a part of this journey with us as we champion lives!

Job Summary

The Customer Engagement Specialist is responsible for interacting with a sense of urgency and empathy. Our Specialists are there when our customers need us most by delivering a level of customer service that exceeds their expectations. The Specialist will interact directly with our participants, beneficiaries and internal partners on behalf of OneAmerica Financial and its subsidiary companies on the telephone and through email.

The Specialist will provide a point of contact for the client, ensuring they are heard through active listening, an outside in perspective, and driving one-call resolutions. More specifically, the position adds value to the organization by directly supporting the needs and requests of our customers.

What You’ll Do:

• Utilize EWA (Empowerment with Accountability) to assist our participants, beneficiaries and support internal partners.
• Manage inbound calls for inquiries involving web technical support, demographic changes and various inquiries in regards to retirement pension plans.
• Identify client needs, clarify information, research every issue, and provide “one-call” resolution and/or alternative.
• Collaborate with stakeholders to improve the customer’s experience.
• Managing incoming volumes to maintain both service and quality goals.
• Submit transactional service requests and assist clients.
• Coordinate with support functions to ensure client requests are handled timely.
• Manage escalations and the associated communication required.
• Based upon feedback provided, identify opportunities for improvement.

What You Will Need:

• 3-5 years work experience within customer service environment
• Prefer 1+ yrs. insurance experience in operations, call center or financial services.
• Effective written and verbal communication skills are required.
• Proficiency with Microsoft Office and ability to navigate multiple systems is helpful.
• Great active listening skills
• Strong time management and organizational skills.
• Adaptability and flexibility.
• Comfortable working in fast-paced environments
• Phone skills, including familiarity with complex or multi-line phone systems.
• High school diploma or equivalent required
• College degree or work experience in lieu preferred.

Salary Band: 02A

#LI-SC1

This selected candidate will be expected to work fully remote. The candidate will also be expected to physically return to the office in CA, IN or ME as business needs dictate or for team building and collaboration.

Consistent with applicable pay transparency laws, we disclose the compensation range for this position: $21.16 - $28.25 hourly. Actual compensation will be determined by factors such as education, experience, geographical location, and other job-related factors permitted by law. In addition to base pay, this role is eligible for an annual incentive program.

We offer a comprehensive total rewards package designed to support you both at work and at home. Full‑time and part‑time associates working 30 or more hours per week are generally eligible for benefits, including but not limited to:

• Medical & prescription, dental, vision insurance
• Health Savings Account & Flexible Spending Accounts
• Paid Time Off
• 10 weeks 100% paid parental leave (after completing 12 months of employment)
• 401(k) Plan with company match
• Pension Plan
• Company paid life & disability insurance
• Wellness Program & Company paid employee assistance program
• Clinic access subject to location* (*Indianapolis, Charlotte, Cincinnati)

If you are offered and accept this position, please be advised that OneAmerica Financial does not have any offices located in the State of New York and OneAmerica Financial associates are not permitted to work remotely in the State of New York.

Selected employees must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Disclaimer: American United Life Insurance Company (“OneAmerica Financial”) is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee based on race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, gender identity), age, physical or mental disability, veteran or military status, genetic information, citizenship, or any other legally recognized protected basis under federal, state, or local law.

For all positions:

Because this position is regulated by the Violent Crime Control and Law Enforcement Act, if an offer is made, applicants must undergo mandated background checks as a condition of employment. Such background checks include criminal history. A conviction is not necessarily an absolute bar to employment. Consistent with applicable regulatory guidelines and law, factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered.

To learn more about our products, services, and the companies of OneAmerica Financial, visit oneamerica.com/companies.