Customer Outcomes Facilitator

Join us as a Customer Outcomes Facilitator and transform the life insurance claims experience by owning cases endtoend, engaging customers with empathy, and driving timely resolutions through crossfunctional collaboration.

Impact on Mission: You will help deliver our brand promise during life's critical moments-reducing friction, restoring confidence, and ensuring customers feel heard, supported, and informed.

What You'll Gain: Meaningful customer impact, exposure to multidisciplinary teams, growth in outcome enablement and experience design, and the chance to shape service improvements through Voice of the Customer insights.

Position Responsibilities

• Serve as the single point of contact for assigned claims advocate for customer needs and ensure continuity.

• Track progress and proactively follow up on pending actions to prevent delays (documents, requirements, dependencies).

• Escalate delays with context and urgency coordinate resolution with Claims, Underwriting, Legal, Finance, and Distribution.

• Ensure timely and accurate documentation of all interactions, commitments, and decisions for compliance and continuity.

• Initiate regular customer updates to reduce anxiety and build confidence communicate with empathy and clarity.

• Use active listening to surface unspoken concerns and emotional cues respond with care during sensitive moments.

• Facilitate timely handoffs and maintain alignment on case status and next steps across internal stakeholders.

• Identify potential blockers early (e.g., missing documents, unclear policy terms) and take corrective actions.

• Monitor adjudication progress and follow through until final payout own outcomes, not just tasks.

• Capture customer sentiment and feedback contribute insights to Experience Reviews and Voice of the Customer programs.

• Document recurring pain points and recommend process/policy improvements support continuous service design enhancements.

Required Qualifications

• Experience: 3-5 years in life/health insurance claims, customer service, case management, or a related frontline role.

• Tools & Systems: 2+ years using CRM/case management and claims administration systems proficient with Microsoft 365 (Outlook, Teams, Word, Excel).

• Education: Bachelor's degree in Business, Finance, Psychology, Nursing/Medical Sciences, Communications, or a related field equivalent experience considered.

• Core Skills: Exceptional written and verbal communication, active listening, empathy, problem-solving, and followthrough ability to manage sensitive conversations and maintain confidentiality.

• Compliance & Documentation: Strong discipline in accurate recordkeeping and adherence to policies, procedures, and regulatory standards.

Preferred Qualifications

• Customer experience/operations credentials.

• Advanced proficiency in CRM platforms (e.g., Salesforce) and analytics/reporting (e.g., Excel, Power BI).

• Prior experience in crossfunctional coordination with Claims, Underwriting, Legal, Finance, and Distribution.

• Demonstrated contributions to Voice of the Customer and experience design initiatives.

• Multilingual communication capability and experience handling emotionally sensitive customer scenarios.

• We'll empower you to learn and grow the career you want.

• We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we'll support you in shaping the future you want to see.