At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better. Role Overview: Could you be our next Customer Service Representative ? Globe Life is looking for a Customer Service Representative to join the team! In this role, you will be responsible for engaging with customers on behalf of the company in a positive and professional manner. Their duties include answering phone calls, emails from customers to answer questions, process requests for changes to a policyholder account and maintaining proficient knowledge about company products and processing guidelines. This is a remote / work-from-home position. What You Will Do: Answer and return calls from policyholders and agents effectively and professionally. Addresses customer complaints and determines appropriate solution. Process daily requests from agents and policyholders with high accuracy. Complete ongoing training with products and processes within the customer service department. Daily review and preparation of all incoming documents and policyholder requests received in office. Assist with daily workflow and distribution of processing by scanning and indexing to Onbase. Be in constant communication with team concerning incoming documents from policyholders and agents throughout the day. Assist with return mail and proper follow up. Assist with the distribution and mailing of outgoing letters generated by the customer service team. Watch for trends, issues or potential fraud along with assisting with agent practice investigation. Assist with complaint research, follow-up and resolution. Complete assigned projects in the planned timeframe. What You Can Bring: Experience in a customer service role required A high level of integrity, confidentiality, flexibility and support of management is always expected. Excellent analytical skills and attention to detail. Ability to handle and prioritize multiple tasks and meet deadlines. Ability to work well under pressure. Positive and helpful attitude. Ability to be a team player and be able to work independently. Proficiency in Word and Excel helpful. Applicable To All Employees of Globe Life Family of Companies: Reliable and predictable attendance of your assigned shift. Ability to work full time and/or part time based on the position specifications. How Globe Life Will Support You: Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life: Competitive compensation designed to reflect your expertise and contribution. Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance. Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan. Paid holidays and time off to support a healthy work-life balance. Parental leave to help our employees welcome their new additions. Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals. Company-paid counseling for assistance with mental health, stress management, and work-life balance. Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career. Discounted Texas Rangers tickets for a proud visit to Globe Life Field. Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.

• Lead operational execution of CareMessage’s customer and partner experience strategy. • Ensure customers and ecosystem partners are onboarded effectively, engaged appropriately, and supported through structured lifecycle management. • Manage the Professional Services team, Technical/Customer Operations Manager, and customer-facing individual contributors. • Drive measurable improvements in onboarding quality, time to value, engagement consistency, and health monitoring. • Collaborate closely with Sales, Product, Product Marketing, Clinical, Strategy, and Philanthropy. • Optimize engagement models and reporting dashboards for customer health and productivity metrics.

• Supervise, coach, and mentor a team of CX Representatives (Tier I, II, and III). • Conduct regular performance evaluations, call monitoring and provide feedback. • Monitor team performance to ensure adherence to company policies, procedures, and KPIs. • Manage team scheduling, attendance, and leave requests to ensure adequate coverage. • Oversee daily Customer Experience operations, ensuring efficiency and effectiveness. • Handle escalated customer issues, ensuring prompt and satisfactory resolutions. • Analyze Customer Experience metrics and reports to identify areas for improvement and implement corrective actions. • Ensure that all customer interactions are handled with the highest level of professionalism and in line with company standards. • Regularly review customer interactions (calls, emails, and chats) to ensure quality and compliance. • Assist in developing and updating training programs, SOPs, and quality assurance guidelines. • Work closely with other departments (e.g., IT, HR, Field Operations, Training) to address operational challenges and support team needs. • Serve as the primary point of contact between the Customer Experience team and senior management. • Provide regular updates to management on team performance, challenges, and achievements. • Stay updated on the latest industry trends, company products, and services. • Lead or participate in projects aimed at improving Customer Experience operations, recommend process improvements to improve customer satisfaction, and ensure high levels of employee engagement. • Identify training needs and opportunities for team members and arrange for appropriate training sessions.

The Customer Service Representative I is a primary customer-facing employee who provides assistance and support for individuals self-directing Medicaid services in the home and the caregivers for those individuals. The CSR is knowledgeable of specific rules and qualifications of the programs Palco supports. Using their knowledge of products or services as well as great customer service skills, the CSR promptly and accurately addresses issues, provides support and information to ensure customer satisfaction. Handles 40+ inbound and outbound calls Determines needs and provides one call resolution Maintains knowledge of company systems and sensitive information/PHI handling procedures Reports to the CS Supervisor