This role exists as part of the Customer Experience Center function within our Operations organization at Venerable. The primary focus of this role is to perform duties designed to maintain and enhance relationships with customers and agents.
This role is located in Des Moines, IA, where we are currently working in a hybrid work model consisting of working in the office each Tuesday and Wednesday and working remotely the remaining three business days each week.
Principle Responsibilities:

• Works closely with Operations, Vendors, and Executive Offices to resolve problems and manage sensitive situations and relationships
• Ensures satisfactory customer, agent, and beneficiary experience leveraging quality assurance (inbound/outbound calls and claim processing) and coaching efforts
• Reviews red flags and partners with the Special Investigations Unit in an effort to prevent fraud/account takeovers
• Has thorough understanding of processes, systems and contacts
• Lead and/or participate in projects
• Overall responsibility for customer/agent relationships
• Document trends and report to Customer Experience Center management and Operations leaders
• Other duties as assigned

Knowledge, Skills and Abilities:

• Bachelor's degree or equivalent work experience
• 2-4 years Operations and/or Contact Center experience
• Strong communication skills are essential
• Experience in interacting with members of management and critical partners in work situations.
• Ability to build and maintain effective relationships
• FINRA Series 6 Certification or ability to obtain is highly desirable
• Excellent customer service skills

#LI-SC1
Venerable Values:
Every position at Venerable has responsibility for living out the company's values as described here:
We are Courageous - We think critically, ask "why?" and seek out creative solutions.
We are Curious - We take calculated risks, learn from out failures, and challenge traditional ways of thinking.
We are Connected - We are connected to each other, our customers and our community.