Annuity and Customer Experience Specialist
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What you'll do
- Educate with depth, on the first touch
- Own the Agent AWS Queues and GB Assist as your primary channels — product-focused inbound calls, prospect intake, follow-up, and new-business capture
- Support members and prospects across live chat, email, and enrollment queues in Zendesk, meeting channel SLAs
- Hold substantive product conversations with prospective members, going well beyond surface-level FAQ answers
- Make goodwill decisions confidently within published guardrails
- Recover enrollments and capture new business
- Retain and grow the member base
- Make the whole team smarter
What they're looking for
- Active Indiana life license, or the ability to obtain licensure within 60 days of hire
- 4+ years in a customer-facing role in insurance, annuities, financial services, or another regulated environment
- Demonstrated ability to explain complex financial products in plain, honest language
- Comfort with outbound calling — you're willing to pick up the phone first
- Experience working across multiple channels and systems simultaneously; Zendesk, AWS Connect, or comparable CRM/telephony experience preferred
- Strong written communication for chat and email
Nice to have
- Background in annuities specifically, or in retirement and wealth products
- Experience with retention, win-back, or enrollment recovery programs
- Familiarity with insurance regulatory and suitability requirements
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
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. This goal extends to how we hire and onboard our most valuable assets – our employees.
Why This Role Matters
At Gainbridge, we are at the forefront of integrating technology with empathy to redefine customer experience in the life and annuity industry. This role sits at the front of that promise: you are the first voice members and prospects hear, and often the reason they come back.
How You'll Contribute
Educate with depth, on the first touch
Serve as the Voice of Gainbridge across every member and prospective-member conversation, delivering accurate, in-depth education on our full suite of annuity solutions
Own the Agent AWS Queues and GB Assist as your primary channels — product-focused inbound calls, prospect intake, follow-up, and new-business capture
Support members and prospects across live chat, email, and enrollment queues in Zendesk, meeting channel SLAs
Hold substantive product conversations with prospective members, going well beyond surface-level FAQ answers
Make goodwill decisions confidently within published guardrails
Recover enrollments and capture new business
Proactively reach out to prospects who started an application and dropped off, moving quickly from drop-off to first contact
Work the GB Assist follow-up queue and the prospect registration queue generated by our FAQ landing page through to closure
Guide recovered applicants from reconnection to completed enrollment, activation, and first deposit
Capture prospect contact information to support future member communications
Retain and grow the member base
Run outbound retention outreach to at-risk, newly enrolled, dormant, and previously lapsed members
Save at-risk relationships, reactivate dormant accounts, and win back members who have left
Identify opportunities for members to deepen their relationship with Gainbridge
Make the whole team smarter
Curate and maintain the product-knowledge resource hub — the library of documents, links, and "get to know our products" welcome materials the team and our members rely on
Act as a Voice of Customer channel, flagging enrollment friction, website issues, and recurring points of product confusion so they get fixed at the source
Share what you learn with the team and absorb what the team learns
What We're Looking For
Active Indiana life license, or the ability to obtain licensure within 60 days of hire
4+ years in a customer-facing role in insurance, annuities, financial services, or another regulated environment
Demonstrated ability to explain complex financial products in plain, honest language
Comfort with outbound calling — you're willing to pick up the phone first
Experience working across multiple channels and systems simultaneously; Zendesk, AWS Connect, or comparable CRM/telephony experience preferred
Strong written communication for chat and email
Preferred
Background in annuities specifically, or in retirement and wealth products
Experience with retention, win-back, or enrollment recovery programs
Familiarity with insurance regulatory and suitability requirements
Benefits Highlights:
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.
Group 1001, and its affiliated companies, is strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high-performance team. Diversity embodies all the differences that make us unique individuals. All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.
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