What are the responsibilities and job description for the Customer Service - Customer Service Specialist position at Navy Mutual Aid Association and Careers?
Are you motivated by mission-driven work and passionate about delivering exceptional service to those who protect our nation? Navy Mutual—a financially strong, member-owned, non-profit organization—has been dedicated to providing affordable life insurance and peace of mind to service members and their families for more than 140 years. We are seeking a Customer Service Specialist to join our team and help us continue our legacy of excellence, integrity, and care.
About the Role
As a Customer Service Specialist, you will be the trusted partner our Members rely on. You’ll research and resolve member inquiries regarding existing policies through multiple channels—including phone, e-mail, mail, and in person—while providing timely, professional, and empathetic support. With each interaction, you will demonstrate Navy Mutual’s unwavering commitment: to protect those who defend us.
You will also document all interactions and insights in our CRM system, ensuring accuracy, transparency, and opportunities for continuous service improvement.
Key Responsibilities
About the Role
As a Customer Service Specialist, you will be the trusted partner our Members rely on. You’ll research and resolve member inquiries regarding existing policies through multiple channels—including phone, e-mail, mail, and in person—while providing timely, professional, and empathetic support. With each interaction, you will demonstrate Navy Mutual’s unwavering commitment: to protect those who defend us.
You will also document all interactions and insights in our CRM system, ensuring accuracy, transparency, and opportunities for continuous service improvement.
Key Responsibilities
- Deliver exceptional customer service by accurately addressing inquiries across phone, email, mail, and in-person channels.
- Efficiently navigate multiple systems—including Outlook, CRM/Salesforce, policy administration platforms, imaging systems, call center tools, calculators, and illustration systems—to resolve member needs.
- Maintain strong working knowledge of the full life cycle of Life and Annuity products, such as Billing & Collections, Distributions, and In-force processes.
- Counsel and assist Members with policies at risk of lapse or termination; oversee reinstatements and handle all contract-related activities and in-force illustrations.
- Proactively reach out regarding address changes, billing matters, and statement notices.
- Educate Members and their families on military benefits and Navy Mutual products; refer potential sales opportunities to appropriate representatives.
- Represent Navy Mutual with professionalism and empathy, ensuring every Member feels valued, informed, and supported.
- Bachelor’s degree and/or 3–5 years of call center and customer service experience.
- Life insurance expertise preferred.
- Strong understanding of call center operations, processes, and tools—including CRM and multi-queue phone systems.
- Exceptional attention to detail; committed to accuracy and high-quality service.
- Independent thinker and problem-solver with the ability to juggle multiple inquiries and adapt to changing needs.
- Professional, composed, and customer-focused—even under pressure.
- Self-directed, motivated, and driven to go the extra mile to support Members and Navy Mutual’s mission.