About Armed Forces Benefit Association (AFBA) and 5Star Life

AFBA membership provides military members, first responders, and their families certainty and peace of mind, with benefits tailored to their real-life needs. With mission-driven focus, a compassionate claims process, and partnership for life, we provide our members with the security they deserve and the protection their loved ones need. AFBA. Founded to Protect Those Who Serve.

5Star Life partners with select brokers to grow their business with personalized attention, flexibility and responsiveness so they can address customer needs. Our customizable solutions are transparent and straightforward to meet the needs of the employees critical to our communities. Drive your business forward with 5Star Life. The partner of choice.

Through the values of Integrity, Commitment, Stewardship, Service, Patriotism, Inclusiveness, Culture, and Social Justice, our team provides insurance solutions for those who serve, defend, and protect our great nation in the armed forces, as well as first responders, federal government and department of defense employees, and our country's civilian workforce. We welcome you to apply and consider joining our team of service-focused professionals.

This position is located in Alexandria, VA and offers the flexibility of 3 days in office and up to 2 days telework after training.

About the role:

This role serves as the frontline professional for AFBA and 5Star Life Insurance Company by listening, assessing, and responding to our member and customer inquiries. Our team provides continual focus on providing the best possible Member/Customer Experience.

Essential Duties and Responsibilities

First contact for our members and customers answering inquiries regarding their life insurance coverage and other member benefits. Methods of communication include phone calls, e-mails, chats, and letters

Foster trust and customer satisfaction by providing the best possible Customer Experience

Communicate effectively by listening, showing empathy, and taking ownership

Accurately update contact and policy information in the Customer Relationship Management (CRM) system and/or the Policy Administration system, following established policy

Strive for First Call Resolution; coordinate follow-up actions with supervisor or other business units as needed (via written workflows)

Promote self-service options via the Member portal and E-delivery opt in

Maintain schedule and attendance requirements: request and use leave in accordance with policies and procedures; notify supervisor directly if an unscheduled absence is necessary; arrive at and leave workstation per approved schedule

What we are seeking:

High School diploma, GED, or equivalent

Understanding of the Military and First Responder Culture or the ability to learn

Prior relevant experience: Call Center or Customer Relations experience is a plus

Bilingual in English & Spanish a plus

Ability to work in and grow with a call center that takes approximately 600 calls per day while adhering to scheduling requirements

Effective professional communication skills both verbal and written

Working knowledge of life insurance products, policies, and industry, or the ability to learn them

Ability to use knowledge of process and systems to appropriately respond to a situation

Analytical skills sufficient to navigate customer services relations with members and potential clients

Solid computer and multi-tasking skills, including the ability maintain professional customer service relations while using computer, applications, or other technology to service customers' requests

Flexibility in adhering to work schedules and adapting to change in procedures and guidelines

Benefits we offer:

health insurance (medical, dental, and vision)

flexible spending accounts (medical and dependent care)

401k plan with generous employer match

employer-funded pension plan

paid time off

paid holidays (12)

life insurance

short- and long-term disability insurance

employee assistance program

professional development & tuition reimbursement

career growth opportunities

friendly, collaborative culture

Qualified people of all races, ethnicities, ages, sex, genders, sexual orientations, national origins, gender identities, marital status, religions, veterans' statuses, disabilities, and any other protected classes are strongly encouraged to apply. As an equal opportunity workplace, we are committed to creating an inclusive environment for all employees. AFBA and 5Star Life Insurance Company endeavors to make reasonable accommodations to the known physical or mental limitations of qualified applicants with a disability unless the accommodation would impose an undue hardship on the operation of our business. If an applicant believes they require such assistance to complete the application or to participate in an interview, or has any questions or concerns, they should contact Human Resources (hr@afba.com) (hr at afba dot com). EEO is the Law (https://www.eeoc.gov/sites/default/files/migrated\files/employers/poster\screen\reader\optimized.pdf) (Link to external DOL site). AFBA and 5Star Life Insurance Company is an Equal Opportunity Employer and an E-Verify Employer.

Armed Forces Benefit Association

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