Customer Solutions Specialist - Insurance

Experience GuideStone!

We are an innovative organization that invests in the spiritual, relational, financial, physical and professional development of our employees. We have a culture that values excellence, teamwork, humility, integrity, compassion and stewardship.

What We Offer You!

We offer employees a generous benefits package, flexible work schedules, the opportunity to be involved in community outreach and tuition reimbursement.

The Customer Solutions Specialist - Insurance position serves as primary point of contact for members seeking guidance with GuideStone Financial Resources products and services. This role is responsible for analyzing, processing, and clearly communicating a wide range of member requests related to church health plans, insurance benefits, and individual member requests related to such topics. Specialists in this role are often the first – and in many cases the only – liaison between members and internal GuideStone teams, ensuring timely, professional, and personalized service while maintaining accuracy and compliance. We serve those that serve the Lord with the integrity of our hearts and the skillfulness of our hands (Psalm 78:72). 

What you will do:

• Analyze and articulate the caller’s requests and account information 
  Pass training material course work with a 90% or greater. 

• Effectively diagnose, analyze, and resolve member inquiries in live time. 

• Maintain and communicate an in-depth understanding of extensive internal policies, procedures and legal parameters that are unique to Church Health Plans. This involves proactively staying informed as products, markets, technology and legal environments change. 

• Use knowledge management software to help our members and ministry partners navigate a wide range of inquiries. 

• Educate each caller on GuideStone Insurance plans and the tax, legal and compliance issues associated with the Plans. 

• Act as a subject matter expert for GuideStone members and ministry partners across the various levels of GuideStone Financial Resources operations. 

• Proactively identify the needs of each caller and promote GuideStone products through cross-selling. 

• Update member & ministry partner records.  

• Other duties may be assigned. 

What you will need:

• Bachelor’s degree or equivalent work experience.

• Proficient PC skills in MS Office and applicable GuideStone system applications

• Strong analytical skills and sound judgement when diagnosing customer inquiries.

• Ability to effectively communicate with GuideStone participants, as well as all levels of GuideStone employees.

• Ability to interact in a fast-paced team environment.

• Maintain optimal organizational and planning skills for optimal use of extensive electronic resources.

• Prior experience working in an atmosphere of continuous customer service telephone calls.

• Prefer knowledge of medical plans, term life, accident, dental and disability insurance.

• Financial industry related experience is preferred.

• Ability to communicate complicated tax and regulatory issues.

• Must maintain complete confidentiality regarding GuideStone business matters.

• Ability to eagerly accept and complete projects and research as they are delegated by management.

• Must have complete confidentiality regard GuideStone business matters.

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