Service Experience Consultant na OneAmerica Financial

At OneAmerica, we deliver on promises when customers need us most.  We believe the best way to serve our customers is to know that every individual, employee, family and business we work with has unique personal and financial goals.  We keep our promises, so we can help them achieve their goals and realize their definition of financial success.

The Service Experience Optimization Consultant provides frontline support in resolving service issues and assisting distribution partners. This role focuses on case management, reporting, and supporting process improvements to deliver a consistent service experience.

What You Will Do:

• Respond to partner inquiries and resolves standard service issues.
• Support escalation needs for elite agencies in partnership with the team.
• Monitor and share service performance trends with team.
• Stay current on internal policies and support communication with partners.
• Execute assigned initiatives, provide reporting, and support implementation of enhancements.
• Make operational decisions within defined parameters; escalate complex or strategic issues.
• Work closely with team members and internal partners (operations, policy service, new business) to resolve cases.

What You Will Need:

• College degree strongly preferred.
• 2-3 years experience in service delivery, escalations, or case management.
• Working knowledge of admin systems including AWD, UWPro, Cyberlife as well as legacy admin systems as needed.  
• Requires self-accountability, strong attention to detail, organizational skills and the ability to perform effectively in a fast-paced customer service environment with high volumes.
• Proficient with Microsoft Office products.
• Professional written & verbal communication skills and the ability to collaborate with internal stakeholders. 

Salary Band: 05B

#LI-SH1

This selected candidate will be expected to work hybrid in Indianapolis, IN. 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.

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. 

Disclaimer:  OneAmerica Financial is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by 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.