• Handles incoming calls, identifies and documents issues, processes the necessary transaction or escalates the issue to Tier II for further research and resolution. • Supports organization changes through high volume transactional support as needed. • Processes transaction requests received via call, mail, fax or email. • Provides exceptional customer service.

• Provide first-level technical support to clients, resolving issues and ensuring high satisfaction. • Troubleshoot and diagnose technical problems, guiding clients through solutions. • Escalate complex issues to higher support tiers when necessary. • Document client interactions and solutions provided to ensure accurate records. • Collaborate with internal teams to improve support processes and client experiences. • Maintain a strong understanding of Fiserv products to effectively assist clients.

• Answer incoming calls for new claims • Make outgoing calls for messages received regarding new claims • Enter new claim information into the client website • Messages examiner with information regarding existing claims • Communicates with insureds and co-workers in a professional, positive and proactive manner. • Work collaboratively across all internal departments. • Adhere to all company and department personnel policies and procedures. • Other related responsibilities and tasks as assigned by your immediate supervisor or other management as directed.

Role Description The CARE Team Specialist is responsible for providing technical feedback to support the Indianapolis Customer Service teams. They will leverage their in-depth knowledge of Delaware Life products and services to resolve customer inquiries both internally and externally. The Customer Solutions Specialist will utilize all company tools, resources, procedures, and customer service systems to retain ownership and resolve complex problems focusing on resolution and service recovery. - Ability to provide guidance regarding internal and external procedures and aid in resolving service issues. - Facilitate escalated resolutions by following through on complex and detailed service recovery, research, and problem resolution on issues. - Support Delaware Life and Service Center with any additional projects/requests as needed. - Review and approve exceptions as applicable, while working with Delaware Life’s operational SMEs to ensure proper compliance with process, procedures and regulations, engaging with legal & compliance as needed. - Manage escalated work items submitted by CSCs, taking ownership of issues and working with BPO to ensure timely resolution. - Daily management of various queues and inbox(s) ensuring timely response to inquiries and follow through on requests. - Ensure proper documentation and follow up on all Customer Solution work items through administrative platforms. - Responsible to review, validate and provide feedback to CSCs as necessary. - Complete root cause analysis and review of Service Center errors to determine scope of issues. - Partner with management team, Service Improvement and L&D to identify areas of opportunity and improve the customer experience. - Partner with various business units throughout the organization to aid in resolving pending/trending items received. Qualifications - Minimum of one-year Annuities Service Center experience. - Proven technical expertise to support the variable/fixed/index annuity business. - Strong communication skills (written and verbal). - Strong analytical, decision-making skills and attention to detail. - Proven ability to manage multiple responsibilities, projects and initiatives. - Ability to work independently and within a team. - Proficient in Microsoft Office (Word, PowerPoint, Excel, Visio). - SharePoint experience is an asset. Requirements - Compensation: The total compensation for this position ranges from $50,000/year in our lowest geographic market up to $58,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Benefits - Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001’s benefits package. - Employees (and their families) are eligible to participate in the Company’s comprehensive health, dental, and vision insurance plan options. - Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability. - All employees (regardless of hours worked) have immediate access to the Company’s Employee Assistance Program and wellness programs—no enrollment is required. - Employees may also participate in the Company’s 401K plan, with matching contributions by the Company. Company Description Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group1001’s culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. - Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high-performance team. - All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.