Job description

Job Description:
Pacific Life is investing in bright, agile and diverse talent to contribute to our mission of innovating our business and creating a superior customer experience. We’re actively seeking a talented Contact Center Consultant to join our Workforce Benefits Contact Center team in Newport Beach, CA; Omaha NE, Chattanooga, TN, or Lynchburg, VA. This role can be on-site, hybrid, or 100% remote.

As a Contact Center Consultant, you’ll play a key role in Pacific Life’s growth and long-term success by helping develop, deliver, and execute on our customer-focused contact center strategy.

How you will make an impact:
Serve as a subject matter expert on all processes in the contact center, including strong working knowledge of workflows and processes upstream and downstream that impact contact center operations. Is able to effectively document workflows, train new hires as appropriate, and effectively service inbound and outbound inquiries in accordance with workflows and training materials as appropriate.

Consult on best practices and recommend innovative solutions for an omnichannel, multi-skilled, contact center focused on benefits administration.

Identify and drive solutions that will improve customer experience and drive digital adoption.

Demonstrate an empathetic and customer centric mindset with a proven problem-solving skillset. Ability to de-escalate customer interactions when necessary and turn negative interactions into positive ones.

Ability to review/audit interactions of team members and/or contractors and grade for quality and compliance with established workflows and best practices.

Ability to coach and mentor others in the contact center on technical proficiency and career development.

Work closely with partners, b oth internal and external, to achieve business goals. Ability to work with admin/claims system partner, external partners, and internal partners to establish/improve processes, drive automation, test workflows/systems, and improve customer experience/operational workflows.

Works closely with partners, b oth internal and external, to achieve business goals. Ability to work with admin/claims system partner, external partners, and internal partners to establish/improve processes, drive automation, test workflows/systems, and improve customer experience/operational workflows.

Serve as subject matter expert on claims flows for assigned partnerships. Identify and recommend solutions to increase automation results and suggest areas to build straight-through processing. Tests claim administration platforms as needed.

Demonstrated ability to use sound judgement and discretion regarding confidential information.

Help onboard new team members, support creation of effective training programs and mentor them through the learning journey. Ability to coach and mentor new and existing team members as required.

Demonstrate growth mindset and is engaged in continuously acquiring more knowledge. Maintains up to date knowledge of industry and compliance regulations to ensure updated processes and procedures align with the ever-changing environment.

Participate and contribute to team meetings or special tasks and assignments and brings innovative ideas and a continuous improvement mindset to the department.

Consistently support and promote change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.

Foster strong partnerships and collaborates with key internal areas, such as Compliance/Legal, Support Services, Intake/Admin, etc.

Job performance must meet department standards for work prioritization, productivity, quality and timeliness.

Identify, understand and ensure that actions, behaviors and decisions are consistent with the department, division and Pacific Life Mission & Vision.

Perform other duties as assigned.

The experience you will bring:
College degree or equivalent experience preferred

6+ years of progressive experience in contact centers preferred

Business background which includes group benefits experience

What will make you stand out:
Detail oriented with ability to make balanced and objective decisions with at the highest degree of integrity

Ability to utilize logic and analytic discipline to solve problems and identify viable solutions

Effective communication skills both verbal and written

Demonstrated time management and organizational skills

Ability to manage multiple priorities and approach work with an agile mindset

Will need to gain expert knowledge of Pacific Life’s workforce benefits platforms such as claims administration system and workflow tools

Has developed expertise in a variety of work processes or activities typically developed through a combination of job-related training and considerable on-the-job experience.

Has developed breadth and/or depth of skills in a range of processes, procedures and systems, or acts as the technical expert in an area.

Judgment & Supervision:
Works autonomously within established procedures and practices. Typically acts as a lead, coordinating the work of others - but not a supervisor.

Base Pay Range:
The base pay range noted provides a basis to determine the appropriate offer dependent upon several factors including but not limited to geographic location, experience, skills, education and pay equity. Also, most employees are eligible for additional incentive pay.
$26.06 - $32.60 - $42.40

Your Benefits Start Day 1

Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered.

Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents

Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off

Paid Parental Leave as well as an Adoption Assistance Program

Competitive 401k savings plan with company match and an additional contribution regardless of participation

EEO Statement:
Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.

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