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.

Job Summary

By interacting with a sense of urgency and empathy, Associates will be there when our customers need us most by delivering a level of customer service that exceeds their expectations. The Associate will interact directly with General agents, agents, Independent brokers and other producers on behalf of OneAmerica and its subsidiary companies on the telephone and through email. The Associate will provide a point of contact for the agent, ensuring they are heard through active listening and an outside in perspective. More specifically, the position adds value to the organization by directly supporting the needs and requests from our agents.

The Sales Compensation Service Center Associate serves as the primary point of interaction for agents. This environment includes multiple companies, systems and products and multiple compensation schedules, statements some of which have been in force for years and others may have just been issued. Primary interaction is voice and email, although some research and escalation may be required depending upon circumstances. It is critical exhibit empathy and demonstrate customer service skills to ensure the client is heard and clearly understood. Often, the Associate must determine which peer function needs to be engaged in order to assist the client. So, following up timely and effective communication, setting clear commitments and meeting them are critical to success in this role.

Primary duties may include, but are not limited to:

• Utilize EWA (Empowerment with Accountability) to assist clients and support agents.
• Handle calls from the field for Career and Independent Brokerage, Care Solutions.
• Performing outbound return calls left on VM and follow up communication from research requests. “Voice of Sales Comp”.
• Answer emails received into the ILFS Compensation email address.
• Proactive communication to the field regarding changes to their statements and accounts, charge backs, corrections etc.
• Training and education for the field (onboarding, remedial training for OSO, statements, and compensation). Scheduled agency online meetings, one-on-one etc.
• Tracking of all communication through workflow system (AWD or SharePoint) for feedback to Sales Compensation, stakeholders, and field.
• Managing incoming volumes in order to maintain both service and quality goals.
• Coordinate with Production functions.
• Manage escalations and the associated communication required.
• Based upon feedback provided, identify opportunities for improvement.

Job Requirements

Required Education and/or Certifications

• College degree or work experience in lieu preferred (Call Center, customer service insurance, operations, or financial services).

Recommended Education and/or Certifications

• Foreign language skills a plus, but not required.

Required Work Experience

• College degree or work experience in lieu preferred (insurance, 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.
• Or any combination of education and experience which would provide an equivalent background

Salary Band: 02B

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 does not have any offices located in the State of New York and OneAmerica associates are not permitted to work remotely in the State of New York. 

Disclaimer: OneAmerica 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, visit oneamerica.com/companies.