Customer Care Specialist

About the Company

This position is with a major voluntary insurance provider known for serving customers directly with cash-benefit products. The organization emphasizes integrity, diversity, community impact, employee growth, and strong customer relationships. It is recognized as one of Fortune’s Best Workplaces for Diversity and one of the World’s Most Ethical Companies.

Role Summary

The Customer Care Specialist supports policyholders and field teams by handling service inquiries, resolving policy and claim questions, and delivering accurate, timely assistance across phone, email, and chat. The role combines customer service, administrative support, and issue resolution in a professional, high-volume environment.

Work Arrangement

This is a hybrid position. You will be expected to work from the Windsor, Connecticut office for at least 60% of the work week, and spend the remaining portion working from home within the continental United States. The exact schedule will be determined with leadership.

Key Responsibilities

• Respond to inbound calls, emails, and chats related to products and services, and provide clear answers to policyholder and field-force questions about policy or claim matters.
• Complete point-of-call requests such as name updates, transfers, cancellations, and beneficiary changes while maintaining a courteous, service-oriented approach.
• Create or send written communications to request information, confirm actions taken, and keep customers informed in a prompt and helpful manner.
• Use internal systems to search, track, and research information, and follow up on open requests to ensure accurate and timely resolution.
• Escalate unusual or more complex cases to the right contact or leader when needed.
• Protect customer data by keeping information confidential and following the company’s Code of Business Conduct and Ethics along with related policies.
• Stay current on assigned products, services, policies, and procedures through self-study, formal training, seminars, and internal learning resources.
• Perform additional duties as assigned.

Required Qualifications

• Strong understanding of customer service principles, including assessing customer needs, meeting service quality standards, and evaluating satisfaction.
• Working knowledge of administrative and clerical processes such as file handling, record keeping, and word processing.
• Ability to listen carefully, ask appropriate questions, and respond with emotional intelligence in sensitive conversations.
• Capacity to learn new policies, procedures, concepts, and products using training and instructional materials.
• Good time-management skills and a proactive mindset focused on helping customers and teammates.
• Strong verbal and written communication skills across channels including phone, chat, email, text, and social media.
• Ability to stay calm and de-escalate difficult, emotionally charged interactions.
• Problem-solving ability.
• Microsoft Excel proficiency.
• For bilingual roles, the ability to translate between Spanish and English.
• High school diploma or equivalent.
• 1 to 2 years of relevant work experience plus completion of required training programs, or an equivalent mix of education and experience.

Preferred Qualifications

• Bilingual ability is preferred but not mandatory.

Compensation and Benefits

The base salary range for this role is $37,440 to $51,500 per year. Final pay depends on factors such as education, experience, certifications, licensure, and location. The employer notes that hires are not usually brought in at the top of the range.

Benefits may include medical, dental, and vision coverage; prescription drug coverage; health care and dependent care flexible spending accounts; supplemental policies for accident, cancer, critical illness, and hospital indemnity at no cost to employees; 401(k) plans; annual bonuses; and an opportunity to buy company stock. Additional time-off benefits include 11 paid holidays each year, up to 20 PTO days for any reason, and eligible state-mandated sick leave and other leaves as required by law.

Other Details

Job ID: 8522. The role is posted on an ongoing basis. The nearest major market listed is Columbus, Georgia.